Use of social media in Canadian public administration: opportunities and barriers

Many government agencies in Canada are using social media to communicate with various audiences. Some research, however, shows that government uses social media to publish content available on its websites and does not engage in two‐way interactions. This article examines interaction on Twitter between Immigration, Refugees and Citizenship Canada (IRCC) and Twitter users. It explores established government social media practices and under‐researched experiences and perspectives of government social media users. Although some of the findings are IRCC specific, users’ experiences and perspectives offer valuable insights for any government agency that uses social media.