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ATLANTA -- As the face behind the Atlanta Public Schools' Twitter account, Tammy Garnes has fielded dozens ofcomplaints about back-to-schoolbus problems.

She's responded to every one.

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"I can't sit idly by and just watch a parent wonder or question what's going on or where their child might be or what time the bus might arrive," Garnes said."The instinct immediately is to help."

An APS parent herself, Garnes has made @APSUpdatea social media model.

Even during thesystem's cheating scandalandredistricting battles, Garnes has stayed engaged, creating a twitter account that's truly interactive.

"When we see an issue, and it's in the forefront, we're not going to ignore you," she said. "It's not just somewhere we post the good work we're doing. It's a place where parents can get answers."

There's always room for the good news, includingback-to-schoolphotos posted by teachers and parents.

But when there's controversy, Garnes uses Twitter to try to make a difference.

"Even parents yesterday who were having serious issues today are saying 'Thank you for listening. Thank you for helping,'" Garnes said. "That's all we want."

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