Ori Hoffer

The line is becoming more blurred as anyone who is “communicating” for their agency/business should keep customer service and engagement principles in mind – “how will this information help our customers?” “Are customers more likely to see this information if we post it on Facebook/Twitter as well as our website?” “Can we improve our messaging if we get citizen feedback?”

That said, certain tasks that often fall to communications departments these days – like responding to Facebook comments, Twitter questions and such might be better handled by dedicated “customer service” teams as opposed to the folks writing press releases.

The key will be to get customer service and communications teams to work together to develop a strategy and systems so that both groups don’t step on each others toes. So perhaps it should stay in one forum, but make sure to invite representatives from both sides to participate.