Municipal "311" systems have transformed the way cities hear about problems like broken street lights and car crunching potholes. But a column by Zach Tumin of Harvard's Kennedy School, says 311 is just scratching the surface.

Very soon cities are going to start tapping into their 311 databases to learn things that their callers haven't told them, and callers aren't going to be calling, but tweeting--among other stuff.

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