During a recent D.C. Web Women gathering, the Federal Emergency Management Agency’s (FEMA) Digital Training & Capacity Building lead, Gloria Huang, shared the story of her pursuits in leveraging social media in order to drive real life impact. Prior to FEMA, Gloria worked to build a social engagement platform that would enhance the Red Cross’ disaster response capabilities, an endeavor that led to the birth of the Red Cross’ Digital Operations Center. Gloria’s story was an insightful reminder that, yes, change is hard. As Gloria tried to move beyond social media in order to build a true engagement platform, a seemingly desirable outcome exposed a slew of other problems, gaps, and barriers.