How about “talking”?
I think “citizen engagement” is a pretty good term. In broader sense, it fits under customer service.
Would a successful (profitable) business ever considering not engaging its customers? Probably not. I’m looking forward to the time when “citizen engagement” is the norm in government. We’ve got a long way to go though, and not just on the government end. Engagement needs to work two ways, so citizens need to take an action as well.
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