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This study examines the transformation of governmental communication in Panama driven by digitalization and the use of social media. An online survey was administered to 23 institutions, selected for availability and ease of contact, using an eight-question questionnaire on how Panamanian public institutions have incorporated these digital platforms into their communication strategies. The results confirm the centrality of Facebook, X (formerly Twitter), and LinkedIn, employed mainly for information dissemination. However, a predominantly one-way approach persists, restricting interaction, dialogue, and co-creation with citizens. Frequently cited limitations include a shortage of trained personnel, scarce resources for data analytics, and difficulties in measuring the real impact of communication actions, factors that slow the consolidation of digital transformation. The most critical finding is the absence, in most entities, of formalized strategies for crisis management and the operational monitoring of digital communication, which increases institutional risk, since critical scenarios demand immediacy, traceability, and transparency. The study concludes that institutions must evolve from dissemination toward bidirectional models supported by protocols, metrics, and capabilities. It is recommended to design strategies oriented toward measurable results; strengthen analytical and monitoring competencies; institutionalize guidelines for crisis response, moderation, and records management; and promote continuous training. These actions will enable agencies to leverage emerging technologies, improve the state–citizen relationship, and consolidate an effective and sustainable digital transformation in Panama’s public sector. Future studies should expand the sample, incorporate citizen perspectives, and evaluate outcomes using rigorous, comparative mixed methods. Reporting limitations and confidence intervals are encouraged to inform policy decisions and practice.
