This article is focused mostly on European institutions, though its conclusions could be more widely applied. Ultimately, I think, the recommendation is for institutions to at least include federated social media (such as Mastodon) among their accounts lists. The three reasons are openness, user agency, and reach. People need "a public, open communications platform that is accessible to all citizens, without the need for an account; an independent network not subject to censorship due to opaque algorithms or political bias."
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