%0 Book %A National Academies of Sciences, Engineering, and Medicine %E Whitacre, Paula %E Eisenstadt, Anita %T Section 230 Protections: Can Legal Revisions or Novel Technologies Limit Online Misinformation and Abuse?: Proceedings of a Workshop–in Brief %D 2021 %U https://nap.nationalacademies.org/catalog/26280/section-230-protections-can-legal-revisions-or-novel-technologies-limit-online-misinformation-and-abuse %> https://nap.nationalacademies.org/catalog/26280/section-230-protections-can-legal-revisions-or-novel-technologies-limit-online-misinformation-and-abuse %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 13 %X Congress enacted Section 230 to foster the growth of the internet by providing certain immunities for internetbased technology companies. Section 230 contains two key immunity provisions. The first specifies that a provider of an interactive computer service shall not "be treated as the publisher or speaker of any information provided by another information content provider," effectively exempting internet social media and networking services from liability under laws that apply to publishers, authors, and speakers. The second provides "good Samaritan" protection for providers who, in good faith, remove or moderate content that is obscene, lewd, lascivious, filthy, excessively violent, harassing, or otherwise objectionable. While Section 230 has played an important role in development of the internet as a platform for the global exchange of information and ideas, the internet has evolved in unanticipated ways since 1996. Today, a small number of large companies operate social media platforms that millions use for information and public discourse. Concentration of power, disinformation (including sophisticated disinformation campaigns), abuse on social media (hate speech, harassment, bullying, and discriminatory practices), use of algorithms to amplify and target content and advertising, and lack of transparency in content moderation have become issues of increasing concern. There are many opinions regarding potential solutions, including about whether (or by what means) Section 230 should be revised. On April 22 and 27, 2021, the Committee on Science, Technology, and Law of the National Academies of Sciences, Engineering, and Medicine convened a virtual workshop titled Section 230 Protections: Can Legal Revisions or Novel Technologies Limit Online Misinformation and Abuse? Participants and presenters explored the legal, policy, and technological aspects of Section 230 and its relationship with such critical issues as free speech, privacy, and civil rights. The workshop also addressed concerns about internet immunity protections while preserving free speech and democratic norms. This publication summarizes the presentation and discussion of the workshop. %0 Book %A National Research Council %T Global Networks and Local Values: A Comparative Look at Germany and the United States %@ 978-0-309-07310-3 %D 2001 %U https://nap.nationalacademies.org/catalog/10033/global-networks-and-local-values-a-comparative-look-at-germany %> https://nap.nationalacademies.org/catalog/10033/global-networks-and-local-values-a-comparative-look-at-germany %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 260 %X Whether you call it the third wave, the information revolution, or the virtually connected world, the implications of a global information network are profound. As a society, we want to forestall the possible negative impacts without closing the door to the potential benefits. But how? Global Networks and Local Values provides perspective and direction, focusing on the relationship between global information networks and local values-that is, the political, economic, and cultural norms that shape our daily lives. This book is structured around an illuminating comparison between U.S. and German approaches toward global communication and information flow. (The United States and Germany are selected as two industrialized, highly networked countries with significant social differences.) Global Networks and Local Values captures the larger context of technology and culture, explores the political and commercial institutions where the global network functions, and highlights specific issues such as taxation, privacy, free speech, and more. The committee contrasts the technical uniformity that makes global communication possible with the diversity of the communities being served and explores the prospects that problems resulting from technology can be resolved by still more technology. This thoughtful volume will be of interest to everyone concerned about the social implications of the global Internet. %0 Book %A National Research Council %E Denning, Dorothy E. %E Lin, Herbert S. %T Rights and Responsibilities of Participants in Networked Communities %@ 978-0-309-05090-6 %D 1994 %U https://nap.nationalacademies.org/catalog/4814/rights-and-responsibilities-of-participants-in-networked-communities %> https://nap.nationalacademies.org/catalog/4814/rights-and-responsibilities-of-participants-in-networked-communities %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %K Policy for Science and Technology %P 172 %X This book describes a number of social and legal issues as they relate to various members of electronically networked communities. After a brief introduction to relevant legal precedents and to the manner in which societies develop norms for social behavior, the book explores right and responsibilities related to free speech, vandalism, property interests, and privacy. %0 Book %A National Academies of Sciences, Engineering, and Medicine %E Johnson, Anne %E Grumbling, Emily %E Eisenberg, Jon %T Exploring Encryption and Potential Mechanisms for Authorized Government Access to Plaintext: Proceedings of a Workshop %@ 978-0-309-44740-9 %D 2016 %U https://nap.nationalacademies.org/catalog/23593/exploring-encryption-and-potential-mechanisms-for-authorized-government-access-to-plaintext %> https://nap.nationalacademies.org/catalog/23593/exploring-encryption-and-potential-mechanisms-for-authorized-government-access-to-plaintext %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 72 %X In June 2016 the National Academies of Sciences, Engineering, and Medicine convened the Workshop on Encryption and Mechanisms for Authorized Government Access to Plaintext. Participants at this workshop discussed potential encryption strategies that would enable access to plaintext information by law enforcement or national security agencies with appropriate authority. Although the focus of the workshop was on technical issues, there was some consideration of the broader policy context, and discussion about the topics of encryption and authorized exceptional analysis frequently addressed open policy questions as well as technical issues. This publication summarizes the presentations and discussions from the workshop. %0 Book %A National Academy of Engineering %T Technology for a Quieter America %@ 978-0-309-15632-5 %D 2010 %U https://nap.nationalacademies.org/catalog/12928/technology-for-a-quieter-america %> https://nap.nationalacademies.org/catalog/12928/technology-for-a-quieter-america %I The National Academies Press %C Washington, DC %G English %K Engineering and Technology %K Environment and Environmental Studies %P 210 %X Exposure to noise at home, at work, while traveling, and during leisure activities is a fact of life for all Americans. At times noise can be loud enough to damage hearing, and at lower levels it can disrupt normal living, affect sleep patterns, affect our ability to concentrate at work, interfere with outdoor recreational activities, and, in some cases, interfere with communications and even cause accidents. Clearly, exposure to excessive noise can affect our quality of life. As the population of the United States and, indeed, the world increases and developing countries become more industrialized, problems of noise are likely to become more pervasive and lower the quality of life for everyone. Efforts to manage noise exposures, to design quieter buildings, products, equipment, and transportation vehicles, and to provide a regulatory environment that facilitates adequate, cost-effective, sustainable noise controls require our immediate attention. Technology for a Quieter America looks at the most commonly identified sources of noise, how they are characterized, and efforts that have been made to reduce noise emissions and experiences. The book also reviews the standards and regulations that govern noise levels and the federal, state, and local agencies that regulate noise for the benefit, safety, and wellness of society at large. In addition, it presents the cost-benefit trade-offs between efforts to mitigate noise and the improvements they achieve, information sources available to the public on the dimensions of noise problems and their mitigation, and the need to educate professionals who can deal with these issues. Noise emissions are an issue in industry, in communities, in buildings, and during leisure activities. As such, Technology for a Quieter America will appeal to a wide range of stakeholders: the engineering community; the public; government at the federal, state, and local levels; private industry; labor unions; and nonprofit organizations. Implementation of the recommendations in Technology for a Quieter America will result in reduction of the noise levels to which Americans are exposed and will improve the ability of American industry to compete in world markets paying increasing attention to the noise emissions of products. %0 Book %A National Academies of Sciences, Engineering, and Medicine %E Asalone, Kathryn %E Zierler, Michael %E Beachy, Sarah H. %T The Promise and Perils of Next-Generation DNA Sequencing at Birth: Proceedings of a Workshop–in Brief %D 2023 %U https://nap.nationalacademies.org/catalog/27243/the-promise-and-perils-of-next-generation-dna-sequencing-at-birth %> https://nap.nationalacademies.org/catalog/27243/the-promise-and-perils-of-next-generation-dna-sequencing-at-birth %I The National Academies Press %C Washington, DC %G English %K Health and Medicine %P 13 %X Pilot programs are employing whole genome sequencing and whole exome sequencing during the newborn phase both within the United States and internationally. While sequencing offers the opportunity to screen for treatable but not clinically evident conditions early in a childs life, it raises a host of ethical, legal, and social questions for experts, including parents, to consider. The National Academies Roundtable on Genomics and Precision Health hosted experts from health care, industry, academia, the federal and state governments, and patient and consumer advocacy groups for a June 2023 workshop. Participants explored the potential benefits and harms, data security, and health equity considerations for the widespread utilization of newborn genome sequencing in the U.S. This publication summarizes the presentation and discussion of the workshop. %0 Book %A National Research Council %T Fostering Research on the Economic and Social Impacts of Information Technology %@ 978-0-309-06032-5 %D 1998 %U https://nap.nationalacademies.org/catalog/6269/fostering-research-on-the-economic-and-social-impacts-of-information-technology %> https://nap.nationalacademies.org/catalog/6269/fostering-research-on-the-economic-and-social-impacts-of-information-technology %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 228 %X The tremendous growth in use of information technology (IT) has led to an increased interest in understanding its social and economic impacts. This book presents examples of crosscutting research that has been conducted to understand the impact of information technology on personal, community, and business activities. It explores ways in which the use of methodology from economics and social sciences contributes to important advances in understanding these impacts. The book discusses significant research issues and concerns and suggests approaches for fostering increased interdisciplinary research on the impacts of information technology and making the results of this research more accessible to the public and policymakers. This volume is expected to influence funding priorities and levels of support for interdisciplinary research of this kind. %0 Book %A National Academies of Sciences, Engineering, and Medicine %T Decrypting the Encryption Debate: A Framework for Decision Makers %@ 978-0-309-47153-4 %D 2018 %U https://nap.nationalacademies.org/catalog/25010/decrypting-the-encryption-debate-a-framework-for-decision-makers %> https://nap.nationalacademies.org/catalog/25010/decrypting-the-encryption-debate-a-framework-for-decision-makers %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 118 %X Encryption protects information stored on smartphones, laptops, and other devices - in some cases by default. Encrypted communications are provided by widely used computing devices and services - such as smartphones, laptops, and messaging applications - that are used by hundreds of millions of users. Individuals, organizations, and governments rely on encryption to counter threats from a wide range of actors, including unsophisticated and sophisticated criminals, foreign intelligence agencies, and repressive governments. Encryption on its own does not solve the challenge of providing effective security for data and systems, but it is an important tool. At the same time, encryption is relied on by criminals to avoid investigation and prosecution, including criminals who may unknowingly benefit from default settings as well as those who deliberately use encryption. Thus, encryption complicates law enforcement and intelligence investigations. When communications are encrypted "end-to-end," intercepted messages cannot be understood. When a smartphone is locked and encrypted, the contents cannot be read if the phone is seized by investigators. Decrypting the Encryption Debate reviews how encryption is used, including its applications to cybersecurity; its role in protecting privacy and civil liberties; the needs of law enforcement and the intelligence community for information; technical and policy options for accessing plaintext; and the international landscape. This book describes the context in which decisions about providing authorized government agencies access to the plaintext version of encrypted information would be made and identifies and characterizes possible mechanisms and alternative means of obtaining information. %0 Book %A Institute of Medicine %T Institutional Review Boards and Health Services Research Data Privacy: A Workshop Summary %D 2000 %U https://nap.nationalacademies.org/catalog/9890/institutional-review-boards-and-health-services-research-data-privacy-a %> https://nap.nationalacademies.org/catalog/9890/institutional-review-boards-and-health-services-research-data-privacy-a %I The National Academies Press %C Washington, DC %G English %K Health and Medicine %P 60 %0 Book %A National Academy of Sciences %E Guenther, Rita %E Lowenthal, Micah %E Sunderesan, Lalitha %T India-United States Cooperation on Science and Technology for Countering Terrorism: Summary of a Workshop %@ 978-0-309-31296-7 %D 2014 %U https://nap.nationalacademies.org/catalog/18960/india-united-states-cooperation-on-science-and-technology-for-countering-terrorism %> https://nap.nationalacademies.org/catalog/18960/india-united-states-cooperation-on-science-and-technology-for-countering-terrorism %I The National Academies Press %C Washington, DC %G English %K Conflict and Security Issues %P 184 %X India and the United States are the world's two largest democracies with distinguished scientific traditions and experts in a wide range of scientific-technical fields. Given these strengths and the ability to learn from one another, the U.S. National Academy of Sciences together with the National Institute for Advanced Studies in Bangalore, India, held a joint Indian-U.S. workshop to identify and examine potential areas for substantive scientific and technical cooperation that can support counterterrorism efforts through the Homeland Security Dialogue and through direct cooperation. India-United States Cooperation on Science and Technology for Countering Terrorism is the summary of that workshop. This report examines topics such as biological threats; protection of nuclear facilities; security (physical and cyber) for chemicals, chemical facilities and other critical infrastructure; and monitoring, surveillance, and emergency response. The report also identifies and examines promising areas for further Indian-U.S. cooperation. %0 Book %A National Academy of Sciences %T Cybersecurity Dilemmas: Technology, Policy, and Incentives: Summary of Discussions at the 2014 Raymond and Beverly Sackler U.S.-U.K. Scientific Forum %@ 978-0-309-38008-9 %D 2015 %U https://nap.nationalacademies.org/catalog/21833/cybersecurity-dilemmas-technology-policy-and-incentives-summary-of-discussions-at %> https://nap.nationalacademies.org/catalog/21833/cybersecurity-dilemmas-technology-policy-and-incentives-summary-of-discussions-at %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 36 %X Individuals, businesses, governments, and society at large have tied their future to information technologies, and activities carried out in cyberspace have become integral to daily life. Yet these activities - many of them drivers of economic development - are under constant attack from vandals, criminals, terrorists, hostile states, and other malevolent actors. In addition, a variety of legitimate actors, including businesses and governments, have an interest in collecting, analyzing, and storing information from and about individuals and organizations, potentially creating security and privacy risks. Cybersecurity is made extremely difficult by the incredible complexity and scale of cyberspace. The challenges to achieving cybersecurity constantly change as technologies advance, new applications of information technologies emerge, and societal norms evolve. In our interconnected world, cyberspace is a key topic that transcends borders and should influence (as well as be influenced by) international relations. As such, both national and international laws will need careful evaluation to help ensure the conviction of cybercriminals, support companies that work internationally, and protect national security. On December 8 and 9, 2014, the Raymond and Beverly Sackler U.S.-U.K. Scientific Forum "Cybersecurity Dilemmas: Technology, Policy, and Incentives" examined a broad range of topics including cybersecurity and international relations, privacy, rational cybersecurity, and accelerating progress in cybersecurity. This report summarizes the presentations and discussions from this forum. %0 Book %A National Academies of Sciences, Engineering, and Medicine %E Rivara, Frederick %E Le Menestrel, Suzanne %T Preventing Bullying Through Science, Policy, and Practice %@ 978-0-309-44067-7 %D 2016 %U https://nap.nationalacademies.org/catalog/23482/preventing-bullying-through-science-policy-and-practice %> https://nap.nationalacademies.org/catalog/23482/preventing-bullying-through-science-policy-and-practice %I The National Academies Press %C Washington, DC %G English %K Behavioral and Social Sciences %P 361 %X Bullying has long been tolerated as a rite of passage among children and adolescents. There is an implication that individuals who are bullied must have "asked for" this type of treatment, or deserved it. Sometimes, even the child who is bullied begins to internalize this idea. For many years, there has been a general acceptance and collective shrug when it comes to a child or adolescent with greater social capital or power pushing around a child perceived as subordinate. But bullying is not developmentally appropriate; it should not be considered a normal part of the typical social grouping that occurs throughout a child's life. Although bullying behavior endures through generations, the milieu is changing. Historically, bulling has occurred at school, the physical setting in which most of childhood is centered and the primary source for peer group formation. In recent years, however, the physical setting is not the only place bullying is occurring. Technology allows for an entirely new type of digital electronic aggression, cyberbullying, which takes place through chat rooms, instant messaging, social media, and other forms of digital electronic communication. Composition of peer groups, shifting demographics, changing societal norms, and modern technology are contextual factors that must be considered to understand and effectively react to bullying in the United States. Youth are embedded in multiple contexts and each of these contexts interacts with individual characteristics of youth in ways that either exacerbate or attenuate the association between these individual characteristics and bullying perpetration or victimization. Recognizing that bullying behavior is a major public health problem that demands the concerted and coordinated time and attention of parents, educators and school administrators, health care providers, policy makers, families, and others concerned with the care of children, this report evaluates the state of the science on biological and psychosocial consequences of peer victimization and the risk and protective factors that either increase or decrease peer victimization behavior and consequences. %0 Book %A National Research Council %E Kent, Stephen T. %E Millett, Lynette I. %T IDs -- Not That Easy: Questions About Nationwide Identity Systems %@ 978-0-309-08430-7 %D 2002 %U https://nap.nationalacademies.org/catalog/10346/ids-not-that-easy-questions-about-nationwide-identity-systems %> https://nap.nationalacademies.org/catalog/10346/ids-not-that-easy-questions-about-nationwide-identity-systems %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 74 %X IDs—Not That Easy highlights some of the challenging policy, procedural, and technological issues presented by nationwide identity systems. In the wake of the events of September 11, 2001, nationwide identity systems have been proposed to better track the movement of suspected terrorists. However, questions arise as to who would use the system and how, if participation would be mandatory, the type of data that would be collected, and the legal structures needed to protect privacy. The committee’s goal is to foster a broad and deliberate discussion among policy-makers and the public about the form of nationwide identity system that might be created, and whether such a system is desirable or feasible. %0 Book %T (NAS Colloquium) Science, Technology and the Economy %D 1996 %U https://nap.nationalacademies.org/catalog/5707/nas-colloquium-science-technology-and-the-economy %> https://nap.nationalacademies.org/catalog/5707/nas-colloquium-science-technology-and-the-economy %I The National Academies Press %C Washington, DC %G English %K Industry and Labor %P 104 %0 Book %A Transportation Research Board %A National Academies of Sciences, Engineering, and Medicine %T Privacy Issues with the Use of Smart Cards %D 2008 %U https://nap.nationalacademies.org/catalog/23104/privacy-issues-with-the-use-of-smart-cards %> https://nap.nationalacademies.org/catalog/23104/privacy-issues-with-the-use-of-smart-cards %I The National Academies Press %C Washington, DC %G English %K Transportation and Infrastructure %P 25 %X TRB’s Transit Cooperative Research Program (TCRP) Legal Research Digest 25: Privacy Issues with the Use of Smart Cards examines basic privacy issues associated with the acquisition and storage of financial and trip data associated with the use of a transit smart card. The report explores who can access the data collected, what data may be accessed and under what conditions, and how the information can be used. %0 Book %A National Research Council %T Proceedings of a Workshop on Deterring Cyberattacks: Informing Strategies and Developing Options for U.S. Policy %@ 978-0-309-16035-3 %D 2010 %U https://nap.nationalacademies.org/catalog/12997/proceedings-of-a-workshop-on-deterring-cyberattacks-informing-strategies-and %> https://nap.nationalacademies.org/catalog/12997/proceedings-of-a-workshop-on-deterring-cyberattacks-informing-strategies-and %I The National Academies Press %C Washington, DC %G English %K Conflict and Security Issues %K Computers and Information Technology %P 400 %X In a world of increasing dependence on information technology, the prevention of cyberattacks on a nation's important computer and communications systems and networks is a problem that looms large. Given the demonstrated limitations of passive cybersecurity defense measures, it is natural to consider the possibility that deterrence might play a useful role in preventing cyberattacks against the United States and its vital interests. At the request of the Office of the Director of National Intelligence, the National Research Council undertook a two-phase project aimed to foster a broad, multidisciplinary examination of strategies for deterring cyberattacks on the United States and of the possible utility of these strategies for the U.S. government. The first phase produced a letter report providing basic information needed to understand the nature of the problem and to articulate important questions that can drive research regarding ways of more effectively preventing, discouraging, and inhibiting hostile activity against important U.S. information systems and networks. The second phase of the project entailed selecting appropriate experts to write papers on questions raised in the letter report. A number of experts, identified by the committee, were commissioned to write these papers under contract with the National Academy of Sciences. Commissioned papers were discussed at a public workshop held June 10-11, 2010, in Washington, D.C., and authors revised their papers after the workshop. Although the authors were selected and the papers reviewed and discussed by the committee, the individually authored papers do not reflect consensus views of the committee, and the reader should view these papers as offering points of departure that can stimulate further work on the topics discussed. The papers presented in this volume are published essentially as received from the authors, with some proofreading corrections made as limited time allowed. %0 Book %A National Academies of Sciences, Engineering, and Medicine %T Cryptography and the Intelligence Community: The Future of Encryption %@ 978-0-309-49135-8 %D 2022 %U https://nap.nationalacademies.org/catalog/26168/cryptography-and-the-intelligence-community-the-future-of-encryption %> https://nap.nationalacademies.org/catalog/26168/cryptography-and-the-intelligence-community-the-future-of-encryption %I The National Academies Press %C Washington, DC %G English %K Conflict and Security Issues %P 140 %X Encryption is a process for making information unreadable by an adversary who does not possess a specific key that is required to make the encrypted information readable. The inverse process, making information that has been encrypted readable, is referred to as decryption. Cryptography has become widespread and is used by private as well as governmental actors. It also enables authentication and underlies the safe use of the Internet and computer systems by individuals and organizations worldwide. Emerging cryptographic technologies offer capabilities such as the ability to process encrypted information without first decrypting it. At the request of the Office of the Director of National Intelligence, this report identifies potential scenarios that would describe the balance between encryption and decryption over the next 10 to 20 years and assesses the national security and intelligence implications of each scenario. For each of these scenarios, Cryptography and the Intelligence Community identifies risks, opportunities, and actions. Attention to the findings should enable the Intelligence Community to prepare for the future and to recognize emerging trends and developments and respond appropriately. %0 Book %A Institute of Medicine %T Protecting Data Privacy in Health Services Research %@ 978-0-309-07187-1 %D 2000 %U https://nap.nationalacademies.org/catalog/9952/protecting-data-privacy-in-health-services-research %> https://nap.nationalacademies.org/catalog/9952/protecting-data-privacy-in-health-services-research %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 208 %X The need for quality improvement and for cost saving are driving both individual choices and health system dynamics. The health services research that we need to support informed choices depends on access to data, but at the same time, individual privacy and patient-health care provider confidentiality must be protected. %0 Book %A National Academies of Sciences, Engineering, and Medicine %T An Assessment of Selected Divisions of the Information Technology Laboratory at the National Institute of Standards and Technology: Fiscal Year 2021 %@ 978-0-309-27478-4 %D 2021 %U https://nap.nationalacademies.org/catalog/26354/an-assessment-of-selected-divisions-of-the-information-technology-laboratory-at-the-national-institute-of-standards-and-technology %> https://nap.nationalacademies.org/catalog/26354/an-assessment-of-selected-divisions-of-the-information-technology-laboratory-at-the-national-institute-of-standards-and-technology %I The National Academies Press %C Washington, DC %G English %K Computers and Information Technology %P 56 %X At the request of the National Institute of Standards and Technology (NIST), the National Academies of Sciences, Engineering, and Medicine has, since 1959, annually assembled panels of experts from academia, industry, medicine, and other scientific and engineering environments to assess the quality and effectiveness of the NIST measurements and standards laboratories. This report assesses the scientific and technical work performed by the NIST Information Technology Laboratory for the following divisions: Information Access, Software and Systems, and Statistical Engineering. %0 Book %A Transportation Research Board %A National Academies of Sciences, Engineering, and Medicine %E Watkins, Kari Edison %E Xu, Yanzhi %E Bregman, Susan %E Coffel, Kathryn %T Use of Web-Based Rider Feedback to Improve Public Transit Services %D 2015 %U https://nap.nationalacademies.org/catalog/22134/use-of-web-based-rider-feedback-to-improve-public-transit-services %> https://nap.nationalacademies.org/catalog/22134/use-of-web-based-rider-feedback-to-improve-public-transit-services %I The National Academies Press %C Washington, DC %G English %K Transportation and Infrastructure %P 174 %X TRB’s Transit Cooperative Research Program (TCRP) Report 179: Use of Web-Based Rider Feedback to Improve Public Transit Services provides toolkit of practices, emerging platforms, and promising approaches for customer web-based and electronic feedback to help improve public transit services. Part I of the report identifies promising practices among transit agencies and other industries using in-house or third-party web-based and mobile platforms. These mobile platforms are meant to engage customers and provide guidance on managing web-based feedback. Part II includes a Tool Selection Guide to assist transit agencies with selecting a web-based feedback tool based on their needs.