Use of data and information gathered through social media is outlined in 1.1b(1); ELT members use data and information
gathered through social media to further refine social mediainteractions and improve two-way communication (3.2b[1]).
BCS’s pop-up surveys on social media yield VOC information that feeds into strategic decisions, and social media sites are
used to track the interest of prospective parents and invite them to BCS school tours. Complaints, compliments, and suggestions received via social media are entered into ServicePhoenix and routed to the appropriate workforce member for immediate resolution. Finally, queries and suggestions for improvement received via social media are deposited in DASH for review and action, as appropriate.