Board weighs social media outreach, cautions on moderation and AI‑driven complaint trends

The California State Board of Pharmacy’s Communication and Public Education Committee discussed whether and how the board should expand its public outreach through social media and how to manage associated risks, including those posed by artificial intelligence.

Public information officer Sarah Jarens described options for the board to use Facebook, Instagram and LinkedIn and noted Twitter/X is already in limited use to announce newsletters and events. Jarens warned that social media “may increase the board's visibility and engagement with stakeholders,” but also “present several challenges and risks,” including moderation burdens, records retention and open‑meeting or public‑records obligations, ADA compliance for posted content, and the risk that information could be misinterpreted or taken out of context.

Committee members favored consumer‑facing outreach (Facebook/Instagram) and professional outreach via LinkedIn, but several members urged caution. Anne (staff) said the board has seen a significant increase in consumer complaints that staff believe may be related to AI tools making it easier to find how to file complaints; she said staff do not yet know whether those complaints are valid and that investigations are needed. Members proposed limiting public accounts to one‑way postings (disabling comments and direct messages), adding links to existing resources such as the Ask Inspector program, and requesting guidance from the Department of Consumer Affairs or the state chief information office about platform use and AI risks.

The committee asked staff to develop recommended parameters — including which platforms to activate, moderation and records procedures, ADA considerations, and risk mitigation measures — and to return to the board for further direction. No formal vote was taken.