Citizens who use social media already engage digitally. They are more likely to use cheaper online channels and naturally choose digital by default. You’re preaching to the converted so the return on investment is minimal.Some people don’t do digital, and they probably never will no matter how hard they are pushed. These shouldn’t be the main focus of your efforts.Many citizens will do digital with gentle persuasion. They already make basic use of the internet, have mobile phones and many have an email address. This is your target audience.
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