Managing Citizen Calls to the Police with 911/311 Systems" (20 pp.) (NCJ 206256)

http://www.ncjrs.org/pdffiles1/nij/206256.pdf
"Describes, for a police practitioner audience, the findings concerning 311 call systems and their impact on law enforcement operations. Researchers found that given an effective public information campaign, citizens will divert most nonemergency calls from 911 to 311."