Faced with technological advancements and the new dynamics they generate, another major challenge is responding to the demand for immediacy and the necessary certainty. Unlimited access to information and knowledge, coupled with the devastating power of misinterpretations and a lack of ethics and veracity in what is shared through digital networks and media, has created a new demand: immediacy. This means access to answers in the shortest possible time, without physical space being a limiting factor.
One of the main ways to address this is through the presence of public institutions on digital networks and platforms. Understanding this complex ecosystem of diverse sites for communicating, informing, and managing requires learning and understanding new codes and languages. The learning curve is shortened by structurally incorporating these elements formally into public institutions.
Today, websites are often just one dimension of that ecosystem. Now, we must also consider chat services across various networks powered by artificial intelligence, citizen support groups, call centers (which don't disappear but rather evolve and feed off these new platforms), and a presence on popular social media networks like TikTok. Tok and Instagram, without diminishing Facebook which, according to studies, continues to be a privileged place in age groups over 40.
Failing to understand these new forms of communication limits the scope of management, and this leads to misinformation and the breeding of the lethal viruses of doubt and unmet expectations.
It is a new era, new realities, that demand modern, updated institutions open to these new changes.
