INTRODUCTION
It’s important to keep in mind that social media is meant for two-way communication. Oftentimes, municipalities will only communicate to their audiences but never or hardly ever listen to what they have to say.
Social listening is the process of tracking social media mentions of your brand; conversations about your brand, product or service; audience sentiments; and trends in your industry. The data that you collect can help your organization gather feedback on a particular effort, take advantage of new opportunities, avoid or mitigate potential threats and determine gaps in service, among many other uses.
These days, your municipality can use AI to aid your social listening efforts to better serve residents, businesses and visitors of your community. Here are a few ways to use AI for social listening.
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According to Statista, WhatsApp is the 
Shops on Facebook and Instagram is a social selling tool that retail businesses can use to engage potential customers and generate sales. It is essentially an online storefront that allows people to browse, explore and purchase products from Facebook or Instagram.