The federal government is actively redefining its relationship with citizens. Most notable today is its use of new media, which presents unparalleled opportunities for engaging more citizens in more ways. In fact, in many cases, as new media use increases, the number of communications through traditional channels also increases. Fifty nine percent of contact centers have annually increasing call volumes.1 So it is not surprising to learn that nearly sixty percent of the public wants phone numbers and email addresses available from the government online.

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