Case studies on best practice in Australian Government social media teams

Government communication through social media has become more interactive and consultative, giving citizens the opportunity to express views, ask questions and potentially receive government services through the channel. To better understand the workings of public sector social media teams, this research project provides a comprehensive insight into the employees and processes of two leading Australian Government teams at the Australian Taxation Office and Department of Human Services. Findings from interviews with six social media workers from these two agencies are presented as well as results from an online survey of 47 workers from Australian federal public sector social media teams.