The Postal Service could enhance customer engagement via blogs or additional social media sites to better communicate with, and obtain input from, specific stakeholder groups, the USPS inspector general has said.
It said USPS would also benefit from having subject matter experts assist in responding to stakeholder comments.
The Postal Service could further enhance the functionality of its social media sites (it uses Facebook, Twitter and LinkedIn, among others) by more effectively linking sites for easier navigation and cross-referencing to maximize their visibility to stakeholders, according to the IG.
It also recommended that USPS identify systemic issues through stakeholder concerns and further improve customer service by summarizing and analyzing customer comments and complaints posted via all of its social media sites.
