Crowdsourcing Behavior in Reporting Civic Issues: The Case of Boston's 311 Systems
Many cities in the United States use civic technologies like 311 systems as part of their public service systems for monitoring non-emergency civic issues. These systems have enhanced the city's monitoring capability by diversifying communication channels. However, the data created through these systems is often biased because of differences in people's use of technology (i.e., digital divide) and individuals' behavioral patterns in providing types of information to the systems.