Welsh councils starting to tweet

Welsh councils tend to prefer low-technology methods of public engagement, but the use of websites, Facebook and Twitter is growing, the Welsh Audit Office (WAO) has found. In a report, the watchdog says that all 22 councils in Wales undertake public engagement activities, mostly by using the press, printed materials, meetings and questionnaires. About 35% of the population of Wales is unable to use electronic forms of communication and the WAO says that a "low-technology approach" is essential to ensure the public is provided with choices and opportunity to access information. The WAO also found that use of electronic communications is growing, including social media and mobile phone technology. Websites are used extensively to store and provide access to information for the public. Welsh councils use websites for activities, such as service interaction, providing news and opportunities for the public to participate in consultations. Social networking sites such as Facebook and Twitter, together with blogs, are being used more frequently by councils to encourage dialogue with the public, to "varying degrees of success". The report says that in some cases these media are used to support traditional consultation methods or events, providing an alternative means to engage. Others are permanent, enabling the public to provide comment on a range of issues. Twitter exchanges are used to warn and inform the public of immediate news, such as changes to services or adverse weather. Similarly, mobile phone text messages are also being used to inform members of the public who registered a request for ongoing news and events, such as notification of road works or blocked roads due to snow. In Cardiff, the webcasting of council meetings allows the public to listen and watch the meetings in progress. The public can also follow the meetings through Twitter, a development which the WAO says is the first example of this approach in Wales. The auditor says, however, that little research has been undertaken by councils to identify what information the public want to know and how they wish to receive it. For example, they have not asked would people prefer websites, postal information, or new social media. Huw Vaughan Thomas, the auditor general for Wales, said: "Now, more than ever, Welsh councils should be engaging more effectively with citizens. "Indeed, all public bodies in Wales should sharpen up their approach as they face the challenge of around £1.6nm being cut from their budgets between 2010 and 2014. "Difficult decisions and choices need to be made - particularly around the reshaping of services. And, it is absolutely crucial that the public should be at the heart of the process." This article is published by Guardian Professional. For weekly updates on news, debate and best practice on public sector IT, join the Guardian Government Computing network here .