Infrastructure legibility-A comparative analysis of open311-based citizen feedback systems

Cambridge Journal of Regions, Economy and Society

Volumn 8, Issue 1, 2015, Pages 93-112

  Offenhuber, Dietmar ^a  

^a NORTHEASTERN UNIVERSITY   (United States)

Author keywords

citizen feedback systems; design issues; infrastructure governance; open311; participatory sensing; public data

Indexed keywords

COMPARATIVE STUDY; DESIGN; GOVERNANCE APPROACH; INFRASTRUCTURE; PARTICIPATORY APPROACH; SPATIAL ANALYSIS;

BOSTON; MASSACHUSETTS; UNITED STATES;

EID: 84925451406     PISSN: 17521378     EISSN: 17521386     Source Type: Journal    
DOI: 10.1093/cjres/rsu001     Document Type: Article

References (37)

1. Appalachian Trail Conservancy (2012) Volunteer management. Available online at: http://www. appalachiantrail.org/what-we-do/trail-management-support/volunteer-toolkit/volunteer-management [Accessed 6 November 2013].
2. Apps for Democracy (2013) Available online at: http://www.appsfordemocracy.org/[Accessed 6 November 2013].
3. Cardwell, D. (2002) Bloomberg plans quick start of citywide 311 phone system. New York Times, 1 February.
4. Chalmers, M. and Galani, A. (2004) Seamful interweaving: heterogeneity in the theory and design of interactive systems. Proceedings of the 5th Conference on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, pp. 243-252
5. City of Boston (2013) Mayor's 24 hour constituent service. Available online at: http://www.cityofboston. gov/mayor/24/requests.asp [Accessed 6 November 2013]
6. City of Chicago (2013) Chicago 311 history. Available online at: http://www.cityofchicago.org/city/en/depts/311/supp-info/311hist.html [Accessed 6 November 2013]
7. City of New York (2013) 311. Available online at: http://www1.nyc.gov/311/[Accessed 6 November 2013].
8. Coleman, D., Sabone, B., Nkhwanana, J. (2010) Volunteering geographic information to authoritative databases: linking contributor motivations to program characteristics. Geomatica, 64: 27-40.
9. Coleman, D. J., Georgiadou, Y., Labonte, J. (2009) Volunteered geographic information: the nature and motivation of produsers. International Journal of Spatial Data Infrastructures Research, 4: 332-358.
10. Department of General Services (2000) Nonemergency Number Pilot Programs. Sacramento, CA: Department of General Services. Available online at http://www.911dispatch.com/reference/cal311report.pdf [Accessed 6 November 2013].
11. Erickson, T. and Kellogg, W. A. (2000) Social translucence: an approach to designing systems that support social processes. ACM Transactions on Computer-Human Interaction, 7: 59-83.
12. FCC (1997) FCC creates new 311 code for non-emergency police calls and 711 code for access to telecommunications relay services. NEWSReport CC 97-7.
13. Available online at: http://transition.fcc.gov/Bureaus/Common-Carrier/News-Releases/1997/nrcc7014.txt [Accessed 6 November 2013].
14. Flynn, K. (2001) 20% increase in 911 calls is seen as a result of cellular phone use. New York Times, 1 May. Available online at: http://www.nytimes. com/2001/05/01/nyregion/20-increase-in-911-calls-is-seen-as-a-result-of-cellular-phone-use. html?src=pm [Accessed 6 November 2013].
15. Gabler, E. (2010) Those pesky bedbugs won't rest. Chicago Tribune, 28 October. Available online at: http://articles.chicagotribune.com/2010-10-28/a-z/ct-met-bedbugs-20101028-1-bedbugs-pestcontrol-apartment-building-tenants [Accessed 6 November 2013].
16. Glaser, B. G. and Strauss, A. L. (1967) The Discovery of Grounded Theory: Strategies for Qualitative Research. Transaction Publishers.
17. Goodchild, M. F. (2007) Citizens as sensors: web 2.0 and the volunteering of geographic information. GeoFocus (Editorial), 7: 8-10.
18. Gordon, E. and Baldwin-Philippi, J. (2013) Making a habit out of engagement: how the culture of open data is reframing civic life. In B. Goldstein and L. Dyson (eds.) Beyond Transparency. San Francisco, CA: Code for America Press.
19. Hester, J. (1997) Here's the 411 on new 311 calls. New York Daily News, 20 February. Available online at: http://articles.nydailynews.com/1997-02-20/news/18038050-1-nonemergency-kitten-newphone-number [Accessed 6 November 2013].
20. Hossain, N. (2010) Rude accountability: informal pressures on frontline bureaucrats in Bangladesh. Development and Change, 41: 907-928.
21. Johnson, S. (2010) What a hundred million calls to 311 reveal about New York. Available online at: http://www.wired.com/magazine/2010/11/ff-311-new-york/all/1 [Accessed 6 November 2013].
22. Lynch, K. (1960) The Image of the City. Cambridge, MA: MIT Press.
23. MacColl, I., Chalmers, M., Rogers, Y., Smith, H. (2002) Seamful ubiquity: beyond seamless integration. Workshop at UbiComp. Vol. 2.
24. Malena, C., Forster, R., Singh, J. (2004) Social Accountability-An Introduction to the Concept and Emerging Practice. 76. Social Development Papers. Washington, DC: The World Bank.
25. Martínez, J. A., Pfeffer, K. H., van Dijk, T. (2009) The capacity of e-government tools: claimed potentials, unnamed limitations. Proceedings of the 10th N-AERUS Conference: Challenges to Open Cities in Africa, Asia, Latin America and the Middle East: Shared Spaces Within and Beyond. Rotterdam: HIS
26. OpenStreetMap (2013) Available online at: http://www.openstreetmap.org/#map=5/51.500/-0.100 [Accessed 6 November 2013].
27. Putnam, R. D. (2001) Bowling Alone: The Collapse and Revival of American Community. Simon and Schuster.
28. Rafaeli, S. and Ariel, Y. (2008) Online motivational factors: incentives for participation and contribution in Wikipedia. In A. Barak (ed.) Psychological Aspects of Cyberspace: Theory, Research, Applications, pp. 243-267. Cambridge, MA: Cambridge University Press.
29. Scott, J. C. (1999) Seeing Like a State: How Certain Schemes to Improve the Human Condition Have Failed. New Haven, CT: Yale University Press.
30. Short, J., Williams, E., Christie, B. (1976) The Social Psychology of Telecommunications. New York, NY: Wiley.
31. Shulman, R. (2005) A man with a vision for getting New York wired. The New York Times, section: New York Region/Metro Campaigns, 2 September. Available online at: http://www.nytimes.com/2005/09/02/nyregion/metrocampaigns/02lives.html [Accessed 6 November 2013]. Snowcrew (2012)
32. Boston MA SnowCrew: get help shoveling and shovel out your neighbors. Available online athttp://neighborsforneighbors.org/page/snowcrew [Accessed 6 November 2013].
33. Van Ryzin, G. G., Immerwahr, S., Altman, S. (2008) Measuring street cleanliness: a comparison of New York City's scorecard and results from a citizen survey. Public Administration Review, 68: 295-303.
34. Verplanke, J., Martinez, J., Miscione, G., Georgiadou, Y., Coleman, D., Hassan, A. (2010) Citizen surveillance of the state: a mirror for eGovernment? What Kind of Information Society? Governance, Virtuality, Surveillance, Sustainability, Resilience, pp. 185-201.
35. Weiser, M. (1994) Building invisible interfaces. Keynote talk. Proceedings of ACM UIST.
36. Wilson, M. W. (2011) 'Training the Eye': formation of the geocoding subject. Social & Cultural Geography, 12: 357-376.
37. Woolgar, S. (1991) Configuring the user: the case of usability trials. In J. Law (ed.) A Sociology of Monsters: Essays on Power, Technology and Domination, pp. 57-99. London: Routledge.