This paper pulls together evidence on whether Social Media could be used by the future Welsh Revenue Authority to help identify issues and potential complaints about service provision.

The use of Social Media as a tool to gain insight into the public’s views and opinions is an area of growth in both the public and private sectors. This research aimed to explore the potential for using Social Media, focussing on:

  • whether social media can provide an effective alternative/supplementary approach to capturing the views of customers about service performance
  • using information that is gathered to good effect.


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Final report
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