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The City Of San Francisco, California Now Lets You Submit Complaints, ETC. Via Twitter

June 3, 2009

San Francisco Mayor Gavin Newsom and Twitter co-founder Biz Stone announced today that San Francisco residents can now send direct messages via Twitter to the city of San Francisco, @SF311, to complain about street cleanings, graffiti, potholes, abandoned vehicles, garbage issues, noise complaints and more. 311 is the primary contact for city services; residents can call 311 to reach a call center to get answers to questions about city services or submit complaints.

Twitter users and San Francisco residents can simply follow @SF311 (which automatically auto-follows) to send and receive direct messages about complaints and questions. The useful part of the new service is the ability to send pictures or video of various offenses, such as a pothole, overflowing garbage can or graffiti. Once you submit a DM to @SF311, you will receive a service request number. Apparently, there is a city staff member devoted to handling and responding to @SF311 Tweets.

San Francisco is also using CoTweet, a Twitter business platform that acts like a CRM, to manage and track these conversations. CoTweet’s platform supports both marketing communication and response-driven customer support via Twitter.

We’ll see if submitting complaints via Twitter helps make the city’s response more speedy. Newsom is a big fan of Twitter and even announced his bid for governor of California via Twitter.

My personal Twitter account is @The_Tech_Update

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