Government consultation problems usually involve complicated laws, policies, procedures and other contents. It may be difficult to accurately convey information, solve problems and meet users' needs only by text reply. Oral communication can be more direct and flexible, and related content can be explained and expounded at different levels, providing users with more comprehensive and easy-to-understand answers. In addition, government consultation often needs to consider specific circumstances, personal background and other factors, and oral communication can better adapt to different needs and situations.
Compared with pure text reply, oral communication also helps to effectively reduce misunderstandings and ambiguities, and can better solve users' questions and puzzles.