The aim of this guide is to promote and support ombuds institutions in adopting and competently using social media as part of their broader business and communications strategy. Social media can be used as a safe and effective tool through which ombuds institutions do business, communicate, connect, engage, inform and listen to the public, as well as members of the armed forces under their jurisdiction.

In addition, by using social media to raise awareness about the work of ombuds institutions as well as raise their profile, this guide aims to support and promote the values and objectives associated with such institutions, within the larger message of good governance. In this guide, there are practical examples of the positive use of social media by ombuds institutions, as well as lessons learned from the armed forces in the adoption of social media. There are illustrations of good practice in later sections, drawn from the experiences of diverse military and police services.