I heard about a town where Citizens and city officials are using Twitter to report, discuss and solve various complaints or to debate and decide policies and the budget.
It was a small town. 1000 citizens or so. The Mayor implemented a simple project: you go with your ID card and you declare your Twitter handle for communicating with the city officials. In case you didn’t have one, they created it for you. In case you don’t know how to use Twitter, they did a 1 on 1 training with you.
As far as I remember, it worked. They had plenty of examples in which problems (a traffic light not working) were reported and fixed in less than a day. I’ll try to find the source… 🙂