Local Authorities will have to learn how to effectively and efficiently participate in and host online conversations.
The need to engage with citizens in digital spaces, either provided by the Local Authority or by another party, has two major implications:
Firstly, staff at all levels of the Authority must be familiar with the skills necessary to engage effectively, understand how to speak differently in different circumstances, and have the confidence to engage without fear of doing something wrong. Secondly, without excellent tools for monitoring and managing conversations, the administrative overhead could be so great as to be unsustainable in the long term.
The Connected City 