{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,13]],"date-time":"2026-04-13T18:07:32Z","timestamp":1776103652439,"version":"3.50.1"},"publisher-location":"New York, NY, USA","reference-count":109,"publisher":"ACM","content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2025,7,5]]},"DOI":"10.1145\/3715336.3735831","type":"proceedings-article","created":{"date-parts":[[2025,7,4]],"date-time":"2025-07-04T10:12:29Z","timestamp":1751623949000},"page":"2143-2155","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":1,"title":["Improving Public Service Chatbot Design and Civic Impact: Investigation of Citizens\u2019 Perceptions of a Metro City 311 Chatbot"],"prefix":"10.1145","author":[{"ORCID":"https:\/\/orcid.org\/0009-0005-4816-3938","authenticated-orcid":false,"given":"Jieyu","family":"Zhou","sequence":"first","affiliation":[{"name":"School of interactive computing, Georgia Institute of Technology, Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0009-0002-0865-0844","authenticated-orcid":false,"given":"Rui","family":"Shen","sequence":"additional","affiliation":[{"name":"Georgia Institute of Techonology, Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0009-0007-1508-5237","authenticated-orcid":false,"given":"Yue","family":"You","sequence":"additional","affiliation":[{"name":"Georgia Institute of Technology, Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7344-8741","authenticated-orcid":false,"given":"Carl","family":"DiSalvo","sequence":"additional","affiliation":[{"name":"Georgia Institute of Technology, Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9831-3229","authenticated-orcid":false,"given":"Lynn","family":"Dombrowski","sequence":"additional","affiliation":[{"name":"School of Interactive Computing, Georgia Tech, Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-3084-5189","authenticated-orcid":false,"given":"Christopher J.","family":"MacLellan","sequence":"additional","affiliation":[{"name":"School of Interactive Computing, Georgia Institute of Technology, Atlanta, Georgia, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"320","published-online":{"date-parts":[[2025,7,4]]},"reference":[{"key":"e_1_3_3_2_2_2","unstructured":"Atlanta 311. 2024. Introducing AVA. Press Releases. https:\/\/x.com\/ATL311\/status\/1806326715712475484"},{"key":"e_1_3_3_2_3_2","first-page":"66","volume-title":"International Workshop on Chatbot Research and Design","author":"Abbas Nadia","year":"2022","unstructured":"Nadia Abbas, Asbj\u00f8rn F\u00f8lstad, and Cato\u00a0A Bj\u00f8rkli. 2022. Chatbots as part of digital government service provision\u2013a user perspective. In International Workshop on Chatbot Research and Design. Springer, 66\u201382."},{"key":"e_1_3_3_2_4_2","doi-asserted-by":"crossref","unstructured":"John Abbott. 1995. Community participation and its relationship to community development. Community Development Journal 30 2 (1995) 158\u2013168.","DOI":"10.1093\/cdj\/30.2.158"},{"key":"e_1_3_3_2_5_2","doi-asserted-by":"crossref","unstructured":"Shurooq Almutairi Sana\u00a0A Khan Mohammad\u00a0Amin Kuhail and Imran Taj. 2023. Chatbot Design Challenges and the Effect on User Behavior. Trends Applications and Challenges of Chatbot Technology (2023) 24\u201335.","DOI":"10.4018\/978-1-6684-6234-8.ch002"},{"key":"e_1_3_3_2_6_2","doi-asserted-by":"crossref","unstructured":"Aggeliki Androutsopoulou Nikos Karacapilidis Euripidis Loukis and Yannis Charalabidis. 2019. Transforming the communication between citizens and government through AI-guided chatbots. Government information quarterly 36 2 (2019) 358\u2013367.","DOI":"10.1016\/j.giq.2018.10.001"},{"key":"e_1_3_3_2_7_2","doi-asserted-by":"crossref","unstructured":"Muhammad Anshari and Mahani Hamdan. 2023. Enhancing e-government with a digital twin for innovation management. Journal of Science and Technology Policy Management 14 6 (2023) 1055\u20131065.","DOI":"10.1108\/JSTPM-11-2021-0176"},{"key":"e_1_3_3_2_8_2","doi-asserted-by":"crossref","unstructured":"Theo Araujo. 2018. Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in human behavior 85 (2018) 183\u2013189.","DOI":"10.1016\/j.chb.2018.03.051"},{"key":"e_1_3_3_2_9_2","doi-asserted-by":"crossref","unstructured":"Sherry\u00a0R Arnstein. 1969. A ladder of citizen participation. Journal of the American Institute of planners 35 4 (1969) 216\u2013224.","DOI":"10.1080\/01944366908977225"},{"key":"e_1_3_3_2_10_2","doi-asserted-by":"publisher","DOI":"10.1145\/3290605.3300484"},{"key":"e_1_3_3_2_11_2","doi-asserted-by":"publisher","DOI":"10.1145\/3184558.3186964"},{"key":"e_1_3_3_2_12_2","doi-asserted-by":"crossref","unstructured":"Emmanuel Ayedoun Yuki Hayashi and Kazuhisa Seta. 2019. Adding communicative and affective strategies to an embodied conversational agent to enhance second language learners\u2019 willingness to communicate. International Journal of Artificial Intelligence in Education 29 (2019) 29\u201357.","DOI":"10.1007\/s40593-018-0171-6"},{"key":"e_1_3_3_2_13_2","doi-asserted-by":"crossref","unstructured":"Lucio Baccaro and Konstantinos Papadakis. 2009. The downside of participatory-deliberative public administration. Socio-Economic Review 7 2 (2009) 245\u2013276.","DOI":"10.1093\/ser\/mwn030"},{"key":"e_1_3_3_2_14_2","unstructured":"Xuefeng Bai Jialong Wu Yulong Chen Zhongqing Wang and Yue Zhang. 2023. Constituency parsing using llms. arXiv preprint arXiv:https:\/\/arXiv.org\/abs\/2310.19462 (2023)."},{"key":"e_1_3_3_2_15_2","doi-asserted-by":"publisher","unstructured":"Marcel Becker. 2019. Privacy in the digital age: comparing and contrasting individual versus social approaches towards privacy. 21 4 (2019) 307\u2013317. 10.1007\/s10676-019-09508-z","DOI":"10.1007\/s10676-019-09508-z"},{"key":"e_1_3_3_2_16_2","doi-asserted-by":"crossref","unstructured":"Maciej Besta Nils Blach Ales Kubicek Robert Gerstenberger Michal Podstawski Lukas Gianinazzi Joanna Gajda Tomasz Lehmann Hubert Niewiadomski Piotr Nyczyk and Torsten Hoefler. 2024. Graph of Thoughts: Solving Elaborate Problems with Large Language Models. arxiv:https:\/\/arXiv.org\/abs\/2308.09687\u00a0[cs.CL]","DOI":"10.1609\/aaai.v38i16.29720"},{"key":"e_1_3_3_2_17_2","doi-asserted-by":"crossref","unstructured":"Hugh Beyer and Karen Holtzblatt. 1999. Contextual design. interactions 6 1 (1999) 32\u201342.","DOI":"10.1145\/291224.291229"},{"key":"e_1_3_3_2_18_2","doi-asserted-by":"crossref","unstructured":"Kaj Bj\u00f6rkqvist Karin \u00d6sterman and Ari Kaukiainen. 2000. Social intelligence- empathy= aggression? Aggression and violent behavior 5 2 (2000) 191\u2013200.","DOI":"10.1016\/S1359-1789(98)00029-9"},{"key":"e_1_3_3_2_19_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-70284-1_30"},{"key":"e_1_3_3_2_20_2","doi-asserted-by":"publisher","DOI":"10.1037\/13620-004"},{"key":"e_1_3_3_2_21_2","unstructured":"Tom Brown Benjamin Mann Nick Ryder Melanie Subbiah Jared\u00a0D Kaplan Prafulla Dhariwal Arvind Neelakantan Pranav Shyam Girish Sastry Amanda Askell et\u00a0al. 2020. Language models are few-shot learners. Advances in neural information processing systems 33 (2020) 1877\u20131901."},{"key":"e_1_3_3_2_22_2","doi-asserted-by":"crossref","unstructured":"Akemi\u00a0Takeoka Chatfield and Christopher\u00a0G Reddick. 2018. Customer agility and responsiveness through big data analytics for public value creation: A case study of Houston 311 on-demand services. Government Information Quarterly 35 2 (2018) 336\u2013347.","DOI":"10.1016\/j.giq.2017.11.002"},{"key":"e_1_3_3_2_23_2","doi-asserted-by":"crossref","unstructured":"Ana\u00a0Paula Chaves and Marco\u00a0Aurelio Gerosa. 2021. How should my chatbot interact? A survey on social characteristics in human\u2013chatbot interaction design. International Journal of Human\u2013Computer Interaction 37 8 (2021) 729\u2013758.","DOI":"10.1080\/10447318.2020.1841438"},{"key":"e_1_3_3_2_24_2","doi-asserted-by":"crossref","unstructured":"David Coniam. 2008. Evaluating the language resources of chatbots for their potential in English as a second language. ReCALL 20 1 (2008) 98\u2013116.","DOI":"10.1017\/S0958344008000815"},{"key":"e_1_3_3_2_25_2","doi-asserted-by":"publisher","DOI":"10.1145\/3173574.3174148"},{"key":"e_1_3_3_2_26_2","doi-asserted-by":"crossref","unstructured":"Benjamin\u00a0R Cowan Leigh Clark Heloisa Candello and Janice Tsai. 2023. Introduction to this special issue: guiding the conversation: new theory and design perspectives for conversational user interfaces. Human\u2013Computer Interaction 38 3-4 (2023) 159\u2013167.","DOI":"10.1080\/07370024.2022.2161905"},{"key":"e_1_3_3_2_27_2","doi-asserted-by":"publisher","DOI":"10.1145\/3623809.3623875"},{"key":"e_1_3_3_2_28_2","doi-asserted-by":"crossref","unstructured":"Joanna Drobiazgiewicz. 2018. The role of e-participation\u2013citizen engagement in public service delivery. European Journal of Service Management 26 2 (2018) 53\u201360.","DOI":"10.18276\/ejsm.2018.26-07"},{"key":"e_1_3_3_2_29_2","unstructured":"Dani\u00eblle Duijst. 2017. Can we improve the user experience of chatbots with personalisation. Master\u2019s thesis. University of Amsterdam (2017)."},{"key":"e_1_3_3_2_30_2","doi-asserted-by":"crossref","unstructured":"Thomas Erickson and Wendy\u00a0A Kellogg. 2000. Social translucence: an approach to designing systems that support social processes. ACM transactions on computer-human interaction (TOCHI) 7 1 (2000) 59\u201383.","DOI":"10.1145\/344949.345004"},{"key":"e_1_3_3_2_31_2","doi-asserted-by":"crossref","unstructured":"Haiyan Fan and Marshall\u00a0Scott Poole. 2006. What is personalization? Perspectives on the design and implementation of personalization in information systems. Journal of Organizational Computing and Electronic Commerce 16 3-4 (2006) 179\u2013202.","DOI":"10.1080\/10919392.2006.9681199"},{"key":"e_1_3_3_2_32_2","doi-asserted-by":"crossref","unstructured":"Kathleen\u00a0Kara Fitzpatrick Alison Darcy and Molly Vierhile. 2017. Delivering cognitive behavior therapy to young adults with symptoms of depression and anxiety using a fully automated conversational agent (Woebot): a randomized controlled trial. JMIR mental health 4 2 (2017) e7785.","DOI":"10.2196\/mental.7785"},{"key":"e_1_3_3_2_33_2","doi-asserted-by":"crossref","unstructured":"Archon Fung. 2006. Varieties of participation in complex governance. Public administration review 66 (2006) 66\u201375.","DOI":"10.1111\/j.1540-6210.2006.00667.x"},{"key":"e_1_3_3_2_34_2","first-page":"1","volume-title":"ICIS","author":"Gnewuch Ulrich","year":"2017","unstructured":"Ulrich Gnewuch, Stefan Morana, and Alexander Maedche. 2017. Towards Designing Cooperative and Social Conversational Agents for Customer Service.. In ICIS. 1\u201313."},{"key":"e_1_3_3_2_35_2","doi-asserted-by":"crossref","unstructured":"Sarah Hartmann Agnes Mainka and Wolfgang\u00a0G Stock. 2017. Citizen relationship management in local governments: The potential of 311 for public service delivery. Beyond bureaucracy: Towards sustainable governance informatisation (2017) 337\u2013353.","DOI":"10.1007\/978-3-319-54142-6_18"},{"key":"e_1_3_3_2_36_2","doi-asserted-by":"crossref","unstructured":"Michael\u00a0Townsen Hicks James Humphries and Joe Slater. 2024. ChatGPT is bullshit. Ethics and Information Technology 26 2 (2024) 38.","DOI":"10.1007\/s10676-024-09775-5"},{"key":"e_1_3_3_2_37_2","doi-asserted-by":"crossref","unstructured":"Annabell Ho Jeff Hancock and Adam\u00a0S Miner. 2018. Psychological relational and emotional effects of self-disclosure after conversations with a chatbot. Journal of Communication 68 4 (2018) 712\u2013733.","DOI":"10.1093\/joc\/jqy026"},{"key":"e_1_3_3_2_38_2","doi-asserted-by":"publisher","DOI":"10.1145\/302979.303030"},{"key":"e_1_3_3_2_39_2","doi-asserted-by":"crossref","unstructured":"Yen-Chia Hsu Jennifer Cross Paul Dille Michael Tasota Beatrice Dias Randy Sargent Ting-Hao Huang and Illah Nourbakhsh. 2020. Smell Pittsburgh: engaging community citizen science for air quality. ACM Transactions on Interactive Intelligent Systems (TiiS) 10 4 (2020) 1\u201349.","DOI":"10.1145\/3369397"},{"key":"e_1_3_3_2_40_2","unstructured":"Jie Huang and Kevin Chen-Chuan Chang. 2022. Towards reasoning in large language models: A survey. arXiv preprint arXiv:https:\/\/arXiv.org\/abs\/2212.10403 (2022)."},{"key":"e_1_3_3_2_41_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-23570-3_17"},{"key":"e_1_3_3_2_42_2","doi-asserted-by":"publisher","DOI":"10.1145\/3196709.3196735"},{"key":"e_1_3_3_2_43_2","doi-asserted-by":"crossref","unstructured":"Ziwei Ji Nayeon Lee Rita Frieske Tiezheng Yu Dan Su Yan Xu Etsuko Ishii Ye\u00a0Jin Bang Andrea Madotto and Pascale Fung. 2023. Survey of hallucination in natural language generation. Comput. Surveys 55 12 (2023) 1\u201338.","DOI":"10.1145\/3571730"},{"key":"e_1_3_3_2_44_2","doi-asserted-by":"crossref","unstructured":"Asim\u00a0Ijaz Khwaja. 2004. Is increasing community participation always a good thing? Journal of the european economic Association 2 2-3 (2004) 427\u2013436.","DOI":"10.1162\/154247604323068113"},{"key":"e_1_3_3_2_45_2","doi-asserted-by":"publisher","DOI":"10.7146\/aahcc.v1i1.21198"},{"key":"e_1_3_3_2_46_2","doi-asserted-by":"publisher","DOI":"10.5465\/AMBPP.2021.16532abstract"},{"key":"e_1_3_3_2_47_2","unstructured":"Myeong Lee Jieshu Wang Erik Johnston John Harlow Eric Gordon Shawn Janzen and Susan Winter. 2020. Toward Understanding Civic Data Bias in 311 Systems: An Information Deserts Perspective. CSCW Workshop on Civic Technologies: Research Practice and Open Challenges."},{"key":"e_1_3_3_2_48_2","doi-asserted-by":"crossref","unstructured":"Susan Leigh\u00a0Star. 2010. This is not a boundary object: Reflections on the origin of a concept. Science technology & human values 35 5 (2010) 601\u2013617.","DOI":"10.1177\/0162243910377624"},{"key":"e_1_3_3_2_49_2","doi-asserted-by":"publisher","DOI":"10.4324\/9780429501036-19"},{"key":"e_1_3_3_2_50_2","doi-asserted-by":"publisher","DOI":"10.1145\/3379337.3415820"},{"key":"e_1_3_3_2_51_2","doi-asserted-by":"publisher","DOI":"10.1145\/2901790.2901842"},{"key":"e_1_3_3_2_52_2","doi-asserted-by":"publisher","DOI":"10.1145\/3173574.3173577"},{"key":"e_1_3_3_2_53_2","volume-title":"Street-level bureaucracy: Dilemmas of the individual in public service","author":"Lipsky Michael","year":"2010","unstructured":"Michael Lipsky. 2010. Street-level bureaucracy: Dilemmas of the individual in public service. Russell Sage Foundation."},{"key":"e_1_3_3_2_54_2","unstructured":"Christopher\u00a0J MacLellan Erik Harpstead Robert\u00a0P Marinier\u00a0III and Kenneth\u00a0R Koedinger. 2018. A framework for natural cognitive system training interactions. Advances in Cognitive Systems 6 (2018) 1\u201316."},{"key":"e_1_3_3_2_55_2","doi-asserted-by":"publisher","DOI":"10.1145\/3173574.3173769"},{"key":"e_1_3_3_2_56_2","doi-asserted-by":"crossref","unstructured":"Tendai Makasi Alireza Nili Kevin Desouza and Mary Tate. 2020. Chatbot-mediated public service delivery: A public service value-based framework. First Monday 25 12 (2020).","DOI":"10.5210\/fm.v25i12.10598"},{"key":"e_1_3_3_2_57_2","doi-asserted-by":"crossref","unstructured":"Tendai Makasi Alireza Nili Kevin\u00a0C Desouza and Mary Tate. 2021. A typology of chatbots in public service delivery. IEEE Software 39 3 (2021) 58\u201366.","DOI":"10.1109\/MS.2021.3073674"},{"key":"e_1_3_3_2_58_2","doi-asserted-by":"crossref","unstructured":"Nora McDonald Sarita Schoenebeck and Andrea Forte. 2019. Reliability and inter-rater reliability in qualitative research: Norms and guidelines for CSCW and HCI practice. Proceedings of the ACM on human-computer interaction 3 CSCW (2019) 1\u201323.","DOI":"10.1145\/3359174"},{"key":"e_1_3_3_2_59_2","doi-asserted-by":"crossref","unstructured":"Michael Meany and Tom Clark. 2010. Humour theory and conversational agents: An application in the development of computer-based agents. International Journal of the Humanities 8 5 (2010) 129\u2013140.","DOI":"10.18848\/1447-9508\/CGP\/v08i05\/42935"},{"key":"e_1_3_3_2_60_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-67744-6_28"},{"key":"e_1_3_3_2_61_2","unstructured":"Hila Mehr H Ash and D Fellow. 2017. Artificial intelligence for citizen services and government. Ash Cent. Democr. Gov. Innov. Harvard Kennedy Sch. no. August 1 (2017) 12."},{"key":"e_1_3_3_2_62_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-39330-3_10"},{"key":"e_1_3_3_2_63_2","doi-asserted-by":"crossref","unstructured":"Michael\u00a0J Muller and Sarah Kuhn. 1993. Participatory design. Commun. ACM 36 6 (1993) 24\u201328.","DOI":"10.1145\/153571.255960"},{"key":"e_1_3_3_2_64_2","doi-asserted-by":"publisher","DOI":"10.1109\/HICSS.2013.123"},{"key":"e_1_3_3_2_65_2","doi-asserted-by":"crossref","unstructured":"Mario Neururer Stephan Schl\u00f6gl Luisa Brinkschulte and Aleksander Groth. 2018. Perceptions on authenticity in chat bots. Multimodal Technologies and Interaction 2 3 (2018) 60.","DOI":"10.3390\/mti2030060"},{"key":"e_1_3_3_2_66_2","doi-asserted-by":"crossref","unstructured":"Genie NL\u00a0Stowers. 2022. Back to Basics: City Services and 311 Service Requests. State and Local Government Review 54 1 (2022) 13\u201331.","DOI":"10.1177\/0160323X211064253"},{"key":"e_1_3_3_2_67_2","doi-asserted-by":"crossref","unstructured":"Daniel\u00a0Tumminelli O\u2019Brien Eric Gordon and Jessica Baldwin. 2014. Caring about the community counteracting disorder: 311 reports of public issues as expressions of territoriality. Journal of Environmental Psychology 40 (2014) 320\u2013330.","DOI":"10.1016\/j.jenvp.2014.08.003"},{"key":"e_1_3_3_2_68_2","unstructured":"Atlanta Metropolitan\u00a0Chamber of Commerce. 2003. Atlanta MSA Growth Statistics. 2006 MSA Growth Stats Report. https:\/\/web.archive.org\/web\/20070927062537http:\/\/www.metroatlantachamber.com\/macoc\/business\/img\/MSAGrowthStatsReport2006.pdf"},{"key":"e_1_3_3_2_69_2","unstructured":"Mayor\u2019s\u00a0Office of Communications. 2023. Atlanta Enhances Customer Services with New Atlanta 311 Chatbot. Press Releases. https:\/\/www.atlantaga.gov\/Home\/Components\/News\/News\/14573\/672?npage=2"},{"key":"e_1_3_3_2_70_2","unstructured":"City of Los Angeles\u00a0Controller. 2021. The 411 on 311: Calling for a Customer-First Approach. https:\/\/lacontroller.org\/audits-and-reports\/311-report\/ Audit Report."},{"key":"e_1_3_3_2_71_2","doi-asserted-by":"crossref","unstructured":"Patrick Olivier and Peter Wright. 2015. Digital civics: taking a local turn. interactions 22 4 (2015) 61\u201363.","DOI":"10.1145\/2776885"},{"key":"e_1_3_3_2_72_2","doi-asserted-by":"publisher","DOI":"10.4324\/9781003009153"},{"key":"e_1_3_3_2_73_2","doi-asserted-by":"crossref","unstructured":"Daniel\u00a0Tumminelli O\u2019Brien. 2012. Managing the urban commons: The relative influence of individual and social incentives on the treatment of public space. Human Nature 23 (2012) 467\u2013489.","DOI":"10.1007\/s12110-012-9156-6"},{"key":"e_1_3_3_2_74_2","unstructured":"Daniel\u00a0Tumminelli O\u2019Brien Dietmar Offenhuber Jessica Baldwin-Philippi Melissa Sands and Eric Gordon. 2017. Uncharted territoriality in coproduction: The motivations for 311 reporting. Journal of Public Administration Research and Theory 27 2 (2017) 320\u2013335."},{"key":"e_1_3_3_2_75_2","doi-asserted-by":"crossref","unstructured":"Burak Pak Alvin Chua and Andrew Vande\u00a0Moere. 2017. FixMyStreet Brussels: socio-demographic inequality in crowdsourced civic participation. Journal of Urban Technology 24 2 (2017) 65\u201387.","DOI":"10.1080\/10630732.2016.1270047"},{"key":"e_1_3_3_2_76_2","unstructured":"Jim Pattison-Gordon. 2021. New Orleans Launches Its AI-Powered Textable 311 Chatbot. GovTech (2021). https:\/\/www.govtech.com\/products\/new-orleans-launches-its-ai-powered-textable-311-chatbot Accessed 2025-04-20."},{"key":"e_1_3_3_2_77_2","unstructured":"David Pe\u00f1a Diane\u00a0Jones Allen Randolph\u00a0T Hester Jeffrey Hou L Lawson and Marcia\u00a0J McNally. 2017. Design as democracy: Techniques for collective creativity. Island Press: Washington DC. doi 10 (2017) 978\u20131."},{"key":"e_1_3_3_2_78_2","doi-asserted-by":"crossref","unstructured":"Stephen\u00a0L Percy. 1984. Citizen participation in the coproduction of urban services. Urban Affairs Quarterly 19 4 (1984) 431\u2013446.","DOI":"10.1177\/004208168401900403"},{"key":"e_1_3_3_2_79_2","doi-asserted-by":"publisher","DOI":"10.1145\/3123818.3123826"},{"key":"e_1_3_3_2_80_2","doi-asserted-by":"crossref","unstructured":"Brandon Reynante Steven\u00a0P Dow and Narges Mahyar. 2021. A framework for open civic design: Integrating public participation crowdsourcing and design thinking. Digital Government: Research and Practice 2 4 (2021) 1\u201322.","DOI":"10.1145\/3487607"},{"key":"e_1_3_3_2_81_2","doi-asserted-by":"publisher","unstructured":"John Robert and Douglas Schmidt. 2024. 10 Benefits and 10 Challenges of Applying Large Language Models to DoD Software Acquisition. Carnegie Mellon University Software Engineering Institute\u2019s Insights (blog). 10.58012\/ygk8-kf82 Accessed: 2024-Aug-28.","DOI":"10.58012\/ygk8-kf82"},{"key":"e_1_3_3_2_82_2","doi-asserted-by":"publisher","DOI":"10.1145\/3544548.3580964"},{"key":"e_1_3_3_2_83_2","doi-asserted-by":"publisher","DOI":"10.1145\/1028014.1028022"},{"key":"e_1_3_3_2_84_2","doi-asserted-by":"crossref","unstructured":"Alberto Savoldelli Cristiano Codagnone and Gianluca Misuraca. 2014. Understanding the e-government paradox: Learning from literature and practice on barriers to adoption. Government Information Quarterly 31 (2014) S63\u2013S71.","DOI":"10.1016\/j.giq.2014.01.008"},{"key":"e_1_3_3_2_85_2","doi-asserted-by":"crossref","unstructured":"Richard\u00a0W Schwester Tony Carrizales and Marc Holzer. 2009. An examination of the municipal 311 system. International Journal of Organization Theory & Behavior 12 2 (2009) 218\u2013236.","DOI":"10.1108\/IJOTB-12-02-2009-B003"},{"key":"e_1_3_3_2_86_2","doi-asserted-by":"crossref","unstructured":"Heung-Yeung Shum Xiao-dong He and Di Li. 2018. From Eliza to XiaoIce: challenges and opportunities with social chatbots. Frontiers of Information Technology & Electronic Engineering 19 (2018) 10\u201326.","DOI":"10.1631\/FITEE.1700826"},{"key":"e_1_3_3_2_87_2","doi-asserted-by":"crossref","unstructured":"Rachel Silcock. 2001. What is e-government. Parliamentary affairs 54 1 (2001) 88\u2013101.","DOI":"10.1093\/pa\/54.1.88"},{"key":"e_1_3_3_2_88_2","doi-asserted-by":"crossref","unstructured":"Geovana Ramos\u00a0Sousa Silva and Edna\u00a0Dias Canedo. 2024. Towards user-centric guidelines for chatbot conversational design. International Journal of Human\u2013Computer Interaction 40 2 (2024) 98\u2013120.","DOI":"10.1080\/10447318.2022.2118244"},{"key":"e_1_3_3_2_89_2","doi-asserted-by":"crossref","unstructured":"Susan\u00a0Leigh Star and James\u00a0R Griesemer. 1989. Institutional ecology translations\u2019 and boundary objects: Amateurs and professionals in Berkeley\u2019s Museum of Vertebrate Zoology 1907-39. Social studies of science 19 3 (1989) 387\u2013420.","DOI":"10.1177\/030631289019003001"},{"key":"e_1_3_3_2_90_2","doi-asserted-by":"crossref","unstructured":"Theodore Stickley. 2006. Should service user involvement be consigned to history? A critical realist perspective. Journal of Psychiatric and Mental Health Nursing 13 5 (2006) 570\u2013577.","DOI":"10.1111\/j.1365-2850.2006.00982.x"},{"key":"e_1_3_3_2_91_2","doi-asserted-by":"publisher","DOI":"10.1145\/3404983.3405505"},{"key":"e_1_3_3_2_92_2","doi-asserted-by":"crossref","unstructured":"David Tennenhouse. 2000. Proactive computing. Commun. ACM 43 5 (2000) 43\u201350.","DOI":"10.1145\/332833.332837"},{"key":"e_1_3_3_2_93_2","doi-asserted-by":"crossref","unstructured":"Larry\u00a0D Terry. 1993. Why We Should Abandon the Misconceived Quest to Reconcile Public Entrepreneurship with Democracy: A Response to Bellone and Goerl\u2019s\" Reconciling Public Entrepreneurship and Democracy\". Public Administration Review 53 4 (1993) 393\u2013395.","DOI":"10.2307\/977153"},{"key":"e_1_3_3_2_94_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-39540-7_10"},{"key":"e_1_3_3_2_95_2","unstructured":"Karthik Valmeekam Matthew Marquez Sarath Sreedharan and Subbarao Kambhampati. 2024. On the planning abilities of large language models-a critical investigation. Advances in Neural Information Processing Systems 36 (2024)."},{"key":"e_1_3_3_2_96_2","unstructured":"M\u00f3nica Siu do\u00a0Ros\u00e1rio Valverde et\u00a0al. 2019. Chatbot in the online provision of government services. (2019)."},{"key":"e_1_3_3_2_97_2","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-030-27397-2_5"},{"key":"e_1_3_3_2_98_2","unstructured":"Maarten Van\u00a0Someren Yvonne\u00a0F Barnard and J Sandberg. 1994. The think aloud method: a practical approach to modelling cognitive. London: AcademicPress 11 6 (1994)."},{"key":"e_1_3_3_2_99_2","unstructured":"Ashish Vaswani Noam Shazeer Niki Parmar Jakob Uszkoreit Llion Jones Aidan\u00a0N Gomez \u0141ukasz Kaiser and Illia Polosukhin. 2017. Attention is all you need. Advances in neural information processing systems 30 (2017)."},{"key":"e_1_3_3_2_100_2","doi-asserted-by":"publisher","DOI":"10.1145\/3240167.3240178"},{"key":"e_1_3_3_2_101_2","unstructured":"Cunxiang Wang Sirui Cheng Zhikun Xu Bowen Ding Yidong Wang and Yue Zhang. 2023. Evaluating open question answering evaluation. arXiv preprint arXiv:https:\/\/arXiv.org\/abs\/2305.12421 (2023)."},{"key":"e_1_3_3_2_102_2","unstructured":"Irene Weber. 2024. Large Language Models as Software Components: A Taxonomy for LLM-Integrated Applications. arXiv preprint arXiv:https:\/\/arXiv.org\/abs\/2406.10300 (2024)."},{"key":"e_1_3_3_2_103_2","unstructured":"Jason Wei Xuezhi Wang Dale Schuurmans Maarten Bosma Fei Xia Ed Chi Quoc\u00a0V Le Denny Zhou et\u00a0al. 2022. Chain-of-thought prompting elicits reasoning in large language models. Advances in neural information processing systems 35 (2022) 24824\u201324837."},{"key":"e_1_3_3_2_104_2","doi-asserted-by":"crossref","unstructured":"Gordon\u00a0P Whitaker. 1980. Coproduction: Citizen participation in service delivery. Public administration review (1980) 240\u2013246.","DOI":"10.2307\/975377"},{"key":"e_1_3_3_2_105_2","unstructured":"Ziwei Xu Sanjay Jain and Mohan Kankanhalli. 2024. Hallucination is inevitable: An innate limitation of large language models. arXiv preprint arXiv:https:\/\/arXiv.org\/abs\/2401.11817 (2024)."},{"key":"e_1_3_3_2_106_2","doi-asserted-by":"crossref","unstructured":"Jingfeng Yang Hongye Jin Ruixiang Tang Xiaotian Han Qizhang Feng Haoming Jiang Shaochen Zhong Bing Yin and Xia Hu. 2024. Harnessing the power of llms in practice: A survey on chatgpt and beyond. ACM Transactions on Knowledge Discovery from Data 18 6 (2024) 1\u201332.","DOI":"10.1145\/3649506"},{"key":"e_1_3_3_2_107_2","unstructured":"Shunyu Yao Dian Yu Jeffrey Zhao Izhak Shafran Thomas\u00a0L. Griffiths Yuan Cao and Karthik Narasimhan. 2023. Tree of Thoughts: Deliberate Problem Solving with Large Language Models. arxiv:https:\/\/arXiv.org\/abs\/2305.10601\u00a0[cs.CL]"},{"key":"e_1_3_3_2_108_2","unstructured":"Yue Zhang Yafu Li Leyang Cui Deng Cai Lemao Liu Tingchen Fu Xinting Huang Enbo Zhao Yu Zhang Yulong Chen et\u00a0al. 2023. Siren\u2019s song in the AI ocean: a survey on hallucination in large language models. arXiv preprint arXiv:https:\/\/arXiv.org\/abs\/2309.01219 (2023)."},{"key":"e_1_3_3_2_109_2","doi-asserted-by":"publisher","DOI":"10.1145\/3491102.3501855"},{"key":"e_1_3_3_2_110_2","doi-asserted-by":"crossref","unstructured":"Caleb Ziems William Held Omar Shaikh Jiaao Chen Zhehao Zhang and Diyi Yang. 2024. Can large language models transform computational social science? Computational Linguistics 50 1 (2024) 237\u2013291.","DOI":"10.1162\/coli_a_00502"}],"event":{"name":"DIS '25: Designing Interactive Systems Conference","location":"Madeira Portugal","acronym":"DIS '25","sponsor":["SIGCHI ACM Special Interest Group on Computer-Human Interaction"]},"container-title":["Proceedings of the 2025 ACM Designing Interactive Systems Conference"],"original-title":[],"deposited":{"date-parts":[[2025,7,4]],"date-time":"2025-07-04T11:27:16Z","timestamp":1751628436000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3715336.3735831"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,7,4]]},"references-count":109,"alternative-id":["10.1145\/3715336.3735831","10.1145\/3715336"],"URL":"https:\/\/doi.org\/10.1145\/3715336.3735831","relation":{},"subject":[],"published":{"date-parts":[[2025,7,4]]},"assertion":[{"value":"2025-07-04","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}