The Postal Service should craft a more comprehensive social media strategy, according to a report by the inspector general, released April 21.
While USPS maintains a presence on 18 social media services, its use of social media to engage with customers and build its business is limited, according to the report.
“A strong social media strategy could help the Postal Service remain competitive in the digital age by better responding to changing communication needs, improving the customer experience, creating value through social commerce, and cutting costs,” the IG wrote.
The Postal Service should allocate more resources to developing its social media presence and expanding its visibility and use that visibility to build new products and enhance marketing, according to the report.
Greater use of social media tools could also help the Postal Service improve customer service by solving complaints customers place on their social media accounts.
“Although not a “cure all” social media offers significant benefits, and many opportunities exist for the Postal Service to expand into this area,” the report said. “To do so will require a more solid foundation of resources and a distinct, agency-wide commitment.”