City 311 info center taking tweets, too

ALBUQUERQUE, N.M. (KRQE) - The city of Albuquerque’s 311 operators take about two million calls a year but, there is another way besides making a phone call to reach 311.

The citizens call center that helps with problems plaguing citizens has expanded its services to the World Wide Web thanks to social media.

In 2009, 311 joined Twitter.

“We’ll answer any question that you have or we'll point you in the right direction,” said 311 Division Manager Esther Tenenbaum.

Ever since, the questions via tweet have been pouring in, on average 311 receives about 200 tweets a year, it has responded to each and every one of them and the content varies.

“Anything we get at 311 that could be unusual or I don’t know strange or colorful maybe will definitely come through on a tweet,” Tenenbaum said.

She told News 13 Twitter is great for people who do not have time to talk on the phone and when the issue is not pressing.

“Things like a missed trash, reporting weed and litter, finding out about information upcoming in the city,” said Tenenbaum.

Typically it takes about one business day to get a response on Twitter from 311.

Right now Tenenbaum said only a few 311 employees, those being managers and supervisors, handle the incoming tweets.

“Should the volume change we may have to rethink that strategy, but right now we want to ensure that those that are calling in, that service is not diminished by the fact that we’re responding to tweets,” she said.

While Twitter is a great addition to 311, Tenenbaum stressed it does have limitations citizens need to be aware of.

For one, you are only allowed 140 characters, which limits how much information you can provide.

Additionally it takes time for someone to respond.

Tenenbaum said if it is an urgent matter the best thing to do is pick up the phone.

311 Twitter’s account is @CABQ if you are following 311 already you can direct message them.