It will soon be nearly four years since then San Francisco mayor, Gavin Newsom visited Twitter headquarters. He told Biz Stone (one of the Twitter founders) about how someone from the city had sent him a Twitter message about a pothole. A discussion about "how we can get Twitter to be involved in advancing, streamlining, and supporting the governance of cities," led to the creation of @SF311 on Twitter that would allow live reporting by citizens of service needs, feedback, and other communication. Perhaps the most innovative aspect at that time was that citizens would be able to communicate directly and transparently with the Government. San Francisco was the first US city to roll out a major service such as this on Twitter.
Twitter offers several advantages over phonecalls or written requests made by citizens, some of which I have mentioned before: