Using small data to interpret big data: 311 reports as individual contributions to informal social control in urban neighborhoods

Informal social control is considered a vital component of the well-being of urban communities. Though some argue that the actions that constitute this social process are often said to reflect territoriality, little else is known about how individuals contribute to it. The current study leverages a database of over 600,000 requests for government services received by the city of Boston, MA's 311 system as a way to answer such questions, focusing particularly on reports of issues in the public space arising from incivilities. In order to establish construct validity for the “big data” of the 311 system, they are combined with the “small data” of a survey of 311 users, permitting the simultaneous analysis of objective reporting behaviors with self-report attitudes. The analysis occurs in two parts. First, reporting of incivilities is distinguished behaviorally from reporting public issues arising from natural deterioration, and people are found to specialize in one or the other. Second, the survey is used to test whether the reports are a reflection of territoriality. Reports of incivilities were unique in their association with a desire to enforce local social norms. They were also associated with a second territorial motivation to benefit the community. Implications for future research are discussed.