Reporting
Mainstream social media
The main advantages of mainstream social media are that they are popular and stable. The disadvantage is that they are not designed specifically to collect reporting data. So it’s important to monitor social media to learn what users are saying about your agency, but it’s better to use specific reporting applications to collect input. Recommendations:
- Create a mainstream social media site for providing status information and collecting input (see TfL and Twitter);
- Monitor social media for users posting problems with your agency;
- Develop a process for addressing agency problems posted in social media;
- Respond in social media regarding how your agency is addressing the problem;
- Use the opportunity to advertise your agency’s specific problem reporting application.
See also general recommendations for agency presence on social media.
Generic reporting applications
Generic reporting applications enable people to report non-emergency problems. Examples include SeeClickFix or FixMyStreet.
We use the term “generic” to indicate that these are unofficial – in the sense that no organisation is responsible for monitoring or addressing the reported problems. In other words people are free to report problems, but (probably) nothing will happen.
If an agency does not have its own reporting application (see below) it’s a good idea to monitor generic reporting applications to see what’s being reported. Agencies can just “follow” issues related to their services and facilities.
People can also encourage agencies to develop their own reporting applications by using the generic applications to demonstrate how effective these tools can be in solving problems.
Customised reporting applications
Customised reporting applications are applications developed for specific organisations (e.g., local governments, agencies, advocacy groups). When organisations introduce a reporting application they are implicitly taking on the commitment of doing something with the reported information.
Many organisations are afraid of being overwhelmed by complaints, but reporting applications include sophisticated back office systems that can actually reduce existing administrative burdens and improve relationships with customers. There are two approaches for creating a customised reporting application:
- Modify generic reporting application – to meet the specific agency needs and branding. A big benefit is that these applications already include many features (e.g., mobile reporting) and back office functions.
- Develop your own reporting application – providing the opportunity for more customisation, but is more expensive to develop and maintain.
Reporting Application Features
Map-based reporting
Almost all reporting applications allow users to mark the problem location on a map. This is very helpful because it’s easier for users and it reduces the amount of confusion for agencies looking for the problem location.
Most mobile reporting apps use the GPS function in mobile devices to indicate exactly where the problem is located, users generally just need to tap a button to insert the geographic coordinates automatically.
GPS Tracking-based reporting
The GPS function is also used by many apps to track users as they move through space. In most cases this data is sent to the app owner and used for data analysis (e.g., helping identify where people are riding bikes in the city).
Some of these GPS tracking apps allow users to review their self-generated maps and highlight problems and places on the map later. In other words, they provide a reporting function as well as a data collection function.
Sensor-based reporting
Sensors included in many mobile devices can be used to identify and report problems automatically. An excellent example is Street Bump produced by the Mayor’s Office of New Urban Mechanics in Boston. Street Bump uses the mobile phone’s accelerometer to identify potholes (when you drive over one) and sends the details to Boston’s public works department.
Blog Posts: Reporting
MetroQuest Collaboration Application
MetroQuest is an application that provides a suite of tools that can be used to improve the public participation process. The tools support all three types of collaboration: engagement, education and process. It’s been used for many transport projects including Toronto’s Big Move 25-year transportation plan.
Transit App adds Real Time Information
The Transit App can now collect tracking data from users to help them predict real time arrival information. This is an excellent tool especially in cities where there is no current real time data available. It’s also quite helpful because it can be more accurate than vehicle GPS signals since these signals may only be sent […]
Making Sense Project
The Making Sense project is funded by the European Commission and has the mission to make advances and experiments in participatory sensing. According to making-sense.eu Making Sense aims to explore how open source software, open source hardware, digital maker practices and open design can be effectively used by local communities to fabricate their own sensing tools, […]
City Swipe – Santa Monica Downtown
City Swipe is a Tinder-like application designed to collect input on what people like and dislike about downtown Santa Monica (California). It’s really simple to use and therefore good for collecting lots of input. Here are the instructions from the project website: www.dtsmcityswipe.com HERE’S HOW IT WORKS Each slide will show an image and a […]