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6
Agency Considerations
and Policies
Getting started with social media is the easy part. In fact, many govern-
ment agencies jumped (or were pushed) into the social pool before they
could sort out what to do and how to do it. Transportation agencies can
set up one or more accounts and start posting, tweeting, pinning, or oth-
erwise sharing information and conversing with citizens quickly. The
real challenges for agencies start after the initial post. Commonly stated
concerns include stafng requirements, ensuring digital access for all
citizens, record-keeping protocols, and responding to online criticism.
Many agencies also want guidance on how to evaluate their social media
activities so they can commu