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    Our Contact Us form is powered by Let's Talk!


    Q: What is Let’s Talk!? 

    A: Let’s Talk! is a two-way, cloud-based customer service solution that instantly connects our educational community to Seattle Public Schools (SPS) decision makers. While phone calls, emails, and in-person meetings remain a critical part of our engagement strategy, Let’s Talk! offers a level of connectivity and accountability that these traditional forms of communication do not. It ensures that our parents, employees, students, and community members can engage with us at their convenience and allows us to track our responsiveness to ensure we’re providing high-quality service to all stakeholders. 


    Q: What is the purpose of Let’s Talk!? 

    A: Let’s Talk! promotes honest conversations and drives action by facilitating an open dialogue between district leaders and stakeholders. With Let’s Talk!, we can identify opportunities for engagement, spot potential crises before they happen, and build stronger relationships with our entire community. Offering Let’s Talk! means we are committed to leading by listening. 


    Q: How does Let’s Talk! work? 

    A: Let’s Talk! is available 24 hours a day, seven days a week from any computer, tablet, or smartphone. Simply click the Let’s Talk! button or pop-out tab at www.SeattleSchools.org. There’s also a user app for both iOS and Android devices. Download the app and use our Let’s Talk! ID (SPS1616) to access the Seattle Public Schools Let’s Talk! page. 

    When a comment or question is submitted, Let’s Talk! automatically routes it to the appropriate staff member for follow-up. Customers may leave their contact information to receive a personal response. An additional option allows customers to hide their contact information but still receive a response from the district. 

    The system also allows the district to measure and track emails, phone calls, and in-person meetings. A separate mobile app ensures that administrators can stay connected to the community. Administrators also have access to an interactive dashboard that highlights common themes, average staff response times, and overall community satisfaction, turning each interaction into an opportunity for improvement. 


    Q: How does Seattle Public Schools use Let’s Talk!? 

    A: Our Let’s Talk! page connects the community with our central office departments. Community members can also provide feedback about important topics, such as our Strategic Plan, district website, and code of conduct. And we welcome conversations about anything else! 


    Q: How does the district benefit from Let’s Talk!? 

    A: Let’s Talk! enables us to continuously take the pulse of our educational community. It helps us consider and understand their views, while streamlining district communications, lightening employee workloads, and improving our customer service. 

    Instead of one person answering an email, another returning a phone message, and a third addressing an online comment, employees can collaborate to deliver a single, seamless response. In addition, the tracking feature of Let’s Talk! shows all submissions and who is responding to different dialogues to avoid duplication of effort.  


    Q: Can employees feel comfortable with how Let’s Talk! will be used? 

    A: K12 Insight emphasizes that every incoming dialogue is a single viewpoint. If there are complaints about an individual, the district will follow its usual investigative process, just as it would if it received a phone call, email, or any other communication. 


    Q: What is the role of a team owner? 

    A: Team owners receive an email alert when a new dialogue is submitted, and they are responsible for either resolving the dialogue or assigning that dialogue to another team member. Team owners can also transfer a dialogue to another Let’s Talk! interest area. They have full access to all dialogues under their interest area and all team-specific reports, including response times. Team owners can also add team members, create response templates, and customize introductory and thank-you messages and emails for their interest areas. 


    Q: What is the role of a team member? 

    A: Team members receive an email alert only when their team owner assigns them a dialogue. When team members are assigned a dialogue, they are responsible for resolving it. 


    Q: Who are recorders? 

    A: Recorders enter dialogues based on information sent to Seattle Public Schools departments or schools through channels other than Let’s Talk! For example, a secretary can log in to his or her recorder account and enter a new Let’s Talk! dialogue for a phone message, email, social media post, or in-person conversation. Once that dialogue is assigned an interest area, the team owner will receive an alert just as if someone submitted a dialogue online. 


    Q: Do I have to resolve all dialogues submitted to me? 

    A: Team owners are responsible for acting on all dialogues that come into their interest area. However, if a dialogue submitted to you does not apply to you, you can transfer it to the appropriate team owner or interest area.  


    Q: How can I manage my dialogues? 

    A: Once you log in to Let’s Talk!, you can manage your dialogues using the Inbox, which includes a search function and notifications of recent activities. On the left-side menu, My Dialogues shows all the dialogues you own. Team Dialogues shows all the dialogues assigned to your team. Closed Dialogues shows all completed dialogues. With Bookmarks, you can flag specific dialogues for later reference.  

     

    Q: How can I discuss a dialogue’s topic without responding?

    A: Let’s Talk! allows team members to have internal conversations before responding by using the Internal Comment tab of the dialogue page. These comments are recorded in the dialogue’s timeline. You can also note any action taken — phone call, in-person meeting, social media, etc. — using the Add Action Taken menu. You can use the @ symbol to mention a team member in an internal comment, which alerts them via email. 


    Q: What do I do when I am ready to respond? 

    A: On the dialogue page, use the Reply tab to communicate directly with the stakeholder. Throughout the process, you can update the status of a dialogue as In Progress, Pending Details, or Closed. The In Progress status continues to track a dialogue’s age, while Pending Details puts the dialogue on hold until you receive the information needed to respond. Once you mark a dialogue as Closed, the stakeholder will receive a feedback form to rate your responsiveness. 


    Q: What are the main functions of the dashboard? 

    A: The dashboard, which can be found by clicking the Dashboard icon next to the Inbox, allows you to review your performance on your dialogues. My Performance shows you how many dialogues you’ve received, how many are closed, your average feedback score, and dialogues’ average age. You can track this information by team owner, team member, and interest area.  

    The Insights report displays information specific to an interest area, including an activity timeline, feedback score trends, dialogue age trends, average time before a first reply, and actions taken. It also allows you to view what issues are trending based on tags and interest areas.  


    Q: What are Hidden Customers? 

    A: Hidden Customers are people who choose to remain anonymous to the district but have added contact information into the system to receive a response. The Hidden Customers feature allows the district to answer questions, correct misinformation, and invite further discussion without revealing a person’s identity.  

     

    Q: How can teams feel comfortable responding to dialogues from Hidden Customers? 

    A: The Hidden Customers feature makes it easy to provide a response to anonymous users and build trust. Once a customer uses this option and receives support from the district, they may be more likely to share their identity in the future. 

     

    If a Hidden Customer requests information about a specific person or incident, you can provide them with general information and an email address or phone number they can use to continue the discussion. 

     

    If you have additional questions about the Contact Us Tab or Form please feel free to contact us through the form and we would be happy to answer you question. Or you can call 206.252.0529.