@article {lu2016characterizing,
	title = {Characterizing New Channels of Communication: A Case Study of Municipal 311 Requests in Edmonton, Canada},
	journal = {Urban Planning},
	volume = {1},
	number = {2},
	year = {2016},
	pages = {18{\textendash}31},
	publisher = {Cogitatio Press},
	author = {Lu, Qing and Johnson, Peter}
}
