The Social Security Administration (SSA) has reportedly made a significant shift in its communication strategy. Weeks after the SSA emphasized its commitment to increasing transparency and accountability, the agency is now moving its major announcements off of its official website and onto the social media platform X, formerly known as Twitter, owned by billionaire Elon Musk.
The SSA has traditionally relied on its website to post press releases and updates, especially during times of significant change, such as the recent staffing reductions and controversial proposals like paying benefits to deceased individuals. However, recent reports indicate that the agency is now opting to use X as its primary communication platform, a decision that has raised concerns and sparked debate.
Linda Kerr-Davis, SSA’s Midwest-West regional commissioner, confirmed the change in a call with employees on Thursday, according to a report from Federal News Network. Kerr-Davis stated that, moving forward, the SSA would use X as its official communication channel. “This will become our communication mechanism,” she said. She also encouraged employees and others to subscribe to the official SSA X account to stay updated on news related to the agency.
Kerr-Davis acknowledged that this was a significant shift in how the SSA communicates, remarking that it might feel unfamiliar to many. “I know this probably sounds very foreign to you — it did to me as well — and not what we are used to, but we are in different times now,” she explained.
The shift to X has drawn criticism from various sources, including those concerned about accessibility for older Americans. Critics have pointed out that the decision could create difficulties for individuals who are not familiar with or comfortable using social media.
This move comes amid a series of major changes at the SSA. Over the past few months, the agency has faced public scrutiny for various issues, including the reduction of its workforce, the introduction of stricter fraud prevention measures, and the controversial decision to stop paying benefits to deceased individuals.
Historically, the SSA has used its website to share important updates through press releases and “Dear Colleague” letters. However, as of recent reports, these communications are no longer being posted on the SSA website. Instead, they will be found exclusively on X. Wired also confirmed this development, adding that this change would mark a shift away from the website’s traditional role as a news hub for the agency.
The decision to move communications to X raises questions about how it will affect information accessibility. The SSA did not immediately respond to requests for comment about whether the shift would be applied to all regional offices or only certain parts of the agency. Additionally, no official announcement was made on the SSA website or via the platform X itself, leaving many to wonder how far-reaching this change will be.
A White House spokesperson, Liz Huston, denied reports that the SSA was entirely abandoning its website for X in a statement to Marketwatch. Houston labeled these claims as “misleading. “The Social Security Administration is actively communicating with beneficiaries and stakeholders,” Huston said. She assured the public that the SSA was still committed to transparency and that there were no plans to reduce its workforce.
Despite these assurances, the shift has sparked frustration among critics, including Senator Elizabeth Warren from Massachusetts, who expressed her concerns on X. Warren criticized the move, saying, “Right, because Grandma is on X.
This is corruption, plain and simple.” Warren, along with Senator Ron Wyden of Oregon, has been vocal in opposing some of the SSA’s recent changes. Together, they created a Social Security “war room” to lobby against the agency’s modifications, which they believe could harm vulnerable beneficiaries.
This criticism is not without merit. According to a 2024 Pew Research report, a significant portion of older Americans do not use X as a primary source of news. The report revealed that only 7% of X’s regular news consumers are aged 65 or older. In comparison, 19% of people aged 50 to 64, 36% of those aged 30 to 49, and 38% of news consumers aged 18 to 29 rely on X for news.
The latest post on the SSA X account discussed updates to the agency’s antifraud measures, including instructions for individuals to update their direct-deposit information. This move follows backlash from a rule the SSA introduced earlier this year that would have required beneficiaries to visit an office in person to make benefit claims or update direct-deposit information, instead of doing so over the phone.
The SSA later reversed this decision after significant pushback, allowing individuals to continue making updates by phone but with added antifraud checks that may require in-person visits if a red flag is raised.
The decision to use X also comes as the SSA is reducing its workforce. However, White House spokesperson Huston has emphasized that the reductions are not as drastic as some reports have suggested.
According to Huston, the SSA is reallocating its staff from regional offices to front-line help to improve service delivery. “Staff are being reassigned from regional offices to front-line help—allocating finite resources where they are most needed,” Huston explained.
The shift to X is seen as part of broader efforts to modernize and streamline the SSA’s operations, but whether this approach will be successful remains to be seen. As the agency navigates these changes, the public’s ability to access timely and reliable information about their Social Security benefits remains a critical concern.
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