The post COVID-19 “new normal” has brought residents’ online discourse to an all time high in the United States, as more people are using the internet to voice their thoughts, questions and concerns. Now, with local governments reopening, residents are increasingly seeking out information and communication from their local government agencies.
This uncharted reality emphasizes the need to understand residents’ requests, concerns and priorities in real-time and on a wide-scale, so that local governments can obtain a quick feedback loop as they shape their policies, actions and resident-facing messaging strategy.