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Immigration in the Age of #Social

Using social media to engage immigration stakeholders and improve customer service


Customer service is inherently focused on engaging people – in this case both U.S. citizens and citizens from around the world. Therefore, social media is a platform that the immigration customer service agencies should embrace. Social media can help improve government service to these populations. Agencies that are not engaged with social media may be distancing themselves from their audiences.

In late 2011, Deloitte hosted an event on Unlocking the Power of #Social Business to Meet Immigration Challenges. The event brought together current and former government executives and leading minds on social business.

Building off of the event, Deloitte seized the opportunity to apply the lessons learned and experience of the panelists and Deloitte’s practitioners to a specific problem facing immigration agencies – customer service. This collection of essays provides diverse perspectives on why immigration agencies should be using social media to improve customer service.


  • Heather Reilly, Deloitte Consulting LLP
  • Abed Ali, Deloitte Consulting LLP
  • Nick Florek, Deloitte Consulting LLP
  • Tiffany Wan, Deloitte Consulting LLP

As used in this document, “Deloitte” means Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Tax LLP and Deloitte Financial Advisory Services LLP. These entities are separate subsidiaries of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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