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The Important Difference between Citizen Access and Citizen Engagement

by Andrea Di Maio. Gartner, December 8, 2011. "A few days ago I had an inquiry with a local government organization that operates in a vast and sparsely population territory. Their problem is how to reach out to citizens with information about their council activities and give them the opportunity to engage without having to physically participate in meetings...

After a while they told me that they were not really after citizen engagement, but after citizen access. This is a very important distinction. Access means giving people who have an interest in participating an easier way to access content and provide input and comments. Engagement means also reaching out to people who would not normally participate, making a conscious effort to make government content easy to understand and consume, and creating better alignment between what people are looking for or are passionate about, and the way to deliver content..."

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