If you’re a city or town, it’s a fair bet you’ve long since accepted the internet. People meet, pay bills, go shopping, research causes and self-diagnose illness online, and they expect to engage government in similarly convenient ways. You’re fine with that. In turn, you’ve responded with all the things they’ve clamored for: municipal websites, email updates, tools for paying fines electronically, and more.
Now you’re all caught up with their expectations. Or at least you were, until Web 2.0, the social web, came along. Now there’s new benchmarks and, once again, your constituents expect you to get on board.