Cities Get Proactive About Citizen Gripes

Ever wish it didn't take 4 calls, 2 letters, and 1 community meeting to get a pothole fixed in your city? A new software developed by IBM would allow cities to mine social media to get a picture of public sentiment, long before you dial 3-1-1.

1 minute read

September 14, 2012, 7:00 AM PDT

By Jonathan Nettler @nettsj


Pothole detecting apps are so yesterday. IBM's software, which was developed as part of its Smarter Cities program and has already been tested in India, is based on the emerging field of social sentiment analysis, explains Emily Badger. Apparently, IBM, "is now marketing software to municipalities that claims it can
determine aggregated public opinion – positive, neutral and negative –
in the millions of data points that make up our social media ramblings."

"If the thought bothers you of a government-deployed algorithm listening
in on your public expression," writes Badger, "maybe you don't want to complain about
potholes on Twitter after all. These sentiment analysis tools work
precisely because we've made so many of our private thoughts publicly
available in cyber space. From a city's perspective, the Internet is the
new town hall."

Thursday, September 13, 2012 in The Atlantic Cities

portrait of professional woman

I love the variety of courses, many practical, and all richly illustrated. They have inspired many ideas that I've applied in practice, and in my own teaching. Mary G., Urban Planner

I love the variety of courses, many practical, and all richly illustrated. They have inspired many ideas that I've applied in practice, and in my own teaching.

Mary G., Urban Planner

Cover CM Credits, Earn Certificates, Push Your Career Forward

Logo for Planetizen Federal Action Tracker with black and white image of U.S. Capitol with water ripple overlay.

Planetizen Federal Action Tracker

A weekly monitor of how Trump’s orders and actions are impacting planners and planning in America.

July 9, 2025 - Diana Ionescu

Green vintage Chicago streetcar from the 1940s parked at the Illinois Railroad Museum in 1988.

Chicago’s Ghost Rails

Just beneath the surface of the modern city lie the remnants of its expansive early 20th-century streetcar system.

July 13, 2025 - WTTV

Aerial view of downtown San Antonio, Texas at night with rotating Tower of the Americas in foreground.

San Antonio and Austin are Fusing Into one Massive Megaregion

The region spanning the two central Texas cities is growing fast, posing challenges for local infrastructure and water supplies.

July 3, 2025 - Governing

White park shuttles with large Zion logo on side and red rock cliffs in background in Zion National Park.

Since Zion's Shuttles Went Electric “The Smog is Gone”

Visitors to Zion National Park can enjoy the canyon via the nation’s first fully electric park shuttle system.

3 hours ago - Reasons to Be Cheerful

Chart of federal transportation funding comparing Biden and Trump administration spending.

Trump Distributing DOT Safety Funds at 1/10 Rate of Biden

Funds for Safe Streets and other transportation safety and equity programs are being held up by administrative reviews and conflicts with the Trump administration’s priorities.

4 hours ago - Transportation for America

Close-up on yellow and black TAXI sign on top of beige car in central Munich, Germany.

German Cities Subsidize Taxis for Women Amid Wave of Violence

Free or low-cost taxi rides can help women navigate cities more safely, but critics say the programs don't address the root causes of violence against women.

5 hours ago - Bloomberg