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Infrastructure legibility—a comparative analysis of open311-based citizen feedback systems

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  • Dietmar Offenhuber

Abstract

During the past decade, most large US cities have implemented non-emergency incident reporting systems via telephone helplines, websites and more recently, mobile applications. Using data from systems operating in the larger Boston area, and spatial and grounded theory analysis of submitted reports, this article investigates the role of design in shaping the interaction between the citizens and the city. It investigates the following questions: Which assumptions about the users are embedded in design of existing feedback systems? What motivates users to participate, and how do the systems’ design choices correspond with these motivations? By what mechanisms do these systems facilitate and constrain the interaction between citizen and city?

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  • Dietmar Offenhuber, 2015. "Infrastructure legibility—a comparative analysis of open311-based citizen feedback systems," Cambridge Journal of Regions, Economy and Society, Cambridge Political Economy Society, vol. 8(1), pages 93-112.
    • Handle: RePEc:oup:cjrecs:v:8:y:2015:i:1:p:93-112.
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    File URL: http://hdl.handle.net/10.1093/cjres/rsu001
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    Cited by:

    1. Amy Glasmeier & Susan Christopherson, 2015. "Thinking about smart cities," Cambridge Journal of Regions, Economy and Society, Cambridge Political Economy Society, vol. 8(1), pages 3-12.
    2. Andy Hong & Byoungjun Kim & Michael Widener, 2020. "Noise and the city: Leveraging crowdsourced big data to examine the spatio-temporal relationship between urban development and noise annoyance," Environment and Planning B, , vol. 47(7), pages 1201-1218, September.

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