In the age of technology and connectivity, social media has emerged in Rwanda as a powerful tool that empowers citizens to hold institutions accountable, one tweet at a time.

A perfect illustration of this phenomenon is the twitter thread of Sonia, a young businesswoman and aspiring entrepreneur whose DJ and sound engineer’s pieces of equipment were confiscated by authorities in July 2023. Frustrated by the occurrence, Sonia took to Twitter to share her ordeal, tagging all the relevant authorities - Rwanda Development Board (RDB) Rwanda National Police (RNP), City of Kigali (CoK), Chamber of tourism and some officials, in her tweets.

In a matter of hours, Sonia's tweets gained significant traction, capturing the attention of fellow citizens and businesses alike. They rallied behind her cause, empathizing with her plight and showing their support, either because they had faced similar challenges or simply to stand in solidarity.

In that wave was also the response from RDB and Police. 30 days later, her DJ’s equipment was returned, and the RDB soon introduced comprehensive guidelines targeting noise pollution.

This incident, like many other Twitter storms that have occurred in Rwanda and beyond, serves as a compelling example of how citizens are using social media not only to raise their voices and demand justice and transparency, but also to achieve just results and reshape the landscape of accountability.

Such continued use of social media could prove a powerful tool in further strengthening Rwandan democracy—but only if used wisely.

In the realm of governance, the growing influence of social media signifies a paradigm shift in citizen-government dynamics. Social media channels like Twitter have become effective tools for citizens and activists who want to hold businesses and political leaders more accountable.

This is because Twitter aggregates and channels individual voices into a collective conversation, providing grassroot participants with the ability to demand social accountability in a way that makes politicians, governments, and businesses stand up and take notice.

A precursor to this newfound power came in November 2021. It unfolded on #RwOT, sparked by an uproar over the low-speed limits and associated speeding fines, set at 40km/hr within Kigali city. Many individuals expressed their discontent, deeming these limits as unreasonable.

This concern was initially voiced on Twitter and eventually gained traction in the media. The situation escalated to a point where it drew the attention of the President, who intervened and resolved the matter, announcing a new directive that reset speed limits within urban areas up to 60km/hr.

Using internet tools to enhance citizen participation and the accountability of leaders takes more than a sharing of information. Conversation, persuasion and building consensus through actively engaging with citizens can build trust and foster meaningful dialogue to address pressing issues.

However, with great power comes great responsibility. While social media empowers citizens, it also necessitates the need for critical thinking and fact-checking. With an overwhelming amount of information and opinion circulating on various platforms, it becomes crucial for individuals to educate themselves and seek credible sources to verify the accuracy of the information they come across.

Citizens should therefore equip themselves with knowledge about national policies, facts about social and economic aspects, so that they are able to distinguish between reliable information and misinformation, ensuring that they contribute responsibly to public discourse. Moreover, social media users must exercise caution against the spread of rumours, fake news, and divisive content that can undermine constructive dialogue and fuel misinformation.

In addition, the anonymity afforded by digital platforms sometimes encourages negative behaviours, such as online harassment, cyberbullying, and the spread of hate speech. Addressing these challenges requires robust policies that protect individuals and systems while preserving the freedom of expression.

While Twitter storms like Sonia's can draw attention to specific issues and bring them to the forefront of public consciousness, they cannot be the sole driving force for resolving underlying problems.

If there is considerable reason to want things to change, we need to build a sense of hope that we can hold on to and drive the change we need and deserve. Let's not give in to our politics of resignation, where we believe that nothing can be done. The culture of calling out and shaming business and government leaders or institutions on social media will be effective if it is balanced with constructive dialogue and a commitment to finding comprehensive solutions.

As Sonia’s story, social media has become a catalyst for citizens demanding accountability from institutions, empowering voices that were once marginalized. As we navigate the digital age, governments and citizens must collaborate to leverage the full potential of social media in promoting transparent governance and driving positive societal transformation.

The author is Head of Communications at UNDP Rwanda and a former journalist