I wrote a paper on using social media in District Administration. The summary is that Government should go where its constituents are. If Citizens are Customers, then Government should definitely engage with citizens on social media.
This paper was written for eIndia 2011 Conference. Social media has gained more prominence in the Governmental set up ever since. If you need a background on why/how to use social media in the field administration this paper will provide some pointers.
An approach to use of Social Media in District Administration[documents]