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Articles 1 - 30 of 264
Full-Text Articles in Physical Sciences and Mathematics
Unveiling The Dynamics Of Crisis Events: Sentiment And Emotion Analysis Via Multi-Task Learning With Attention Mechanism And Subject-Based Intent Prediction, Phyo Yi Win Myint, Siaw Ling Lo, Yuhao Zhang
Unveiling The Dynamics Of Crisis Events: Sentiment And Emotion Analysis Via Multi-Task Learning With Attention Mechanism And Subject-Based Intent Prediction, Phyo Yi Win Myint, Siaw Ling Lo, Yuhao Zhang
Research Collection School Of Computing and Information Systems
In the age of rapid internet expansion, social media platforms like Twitter have become crucial for sharing information, expressing emotions, and revealing intentions during crisis situations. They offer crisis responders a means to assess public sentiment, attitudes, intentions, and emotional shifts by monitoring crisis-related tweets. To enhance sentiment and emotion classification, we adopt a transformer-based multi-task learning (MTL) approach with attention mechanism, enabling simultaneous handling of both tasks, and capitalizing on task interdependencies. Incorporating attention mechanism allows the model to concentrate on important words that strongly convey sentiment and emotion. We compare three baseline models, and our findings show that …
Transformer-Based Multi-Task Learning For Crisis Actionability Extraction, Yuhao Zhang, Siaw Ling Lo, Phyo Yi Win Myint
Transformer-Based Multi-Task Learning For Crisis Actionability Extraction, Yuhao Zhang, Siaw Ling Lo, Phyo Yi Win Myint
Research Collection School Of Computing and Information Systems
Social media has become a valuable information source for crisis informatics. While various methods were proposed to extract relevant information during a crisis, their adoption by field practitioners remains low. In recent fieldwork, actionable information was identified as the primary information need for crisis responders and a key component in bridging the significant gap in existing crisis management tools. In this paper, we proposed a Crisis Actionability Extraction System for filtering, classification, phrase extraction, severity estimation, localization, and aggregation of actionable information altogether. We examined the effectiveness of transformer-based LSTM-CRF architecture in Twitter-related sequence tagging tasks and simultaneously extracted actionable …
Pro-Cap: Leveraging A Frozen Vision-Language Model For Hateful Meme Detection, Rui Cao, Ming Shan Hee, Adriel Kuek, Wen Haw Chong, Roy Ka-Wei Lee, Jing Jiang
Pro-Cap: Leveraging A Frozen Vision-Language Model For Hateful Meme Detection, Rui Cao, Ming Shan Hee, Adriel Kuek, Wen Haw Chong, Roy Ka-Wei Lee, Jing Jiang
Research Collection School Of Computing and Information Systems
Hateful meme detection is a challenging multimodal task that requires comprehension of both vision and language, as well as cross-modal interactions. Recent studies have tried to fine-tune pre-trained vision-language models (PVLMs) for this task. However, with increasing model sizes, it becomes important to leverage powerful PVLMs more efficiently, rather than simply fine-tuning them. Recently, researchers have attempted to convert meme images into textual captions and prompt language models for predictions. This approach has shown good performance but suffers from non-informative image captions. Considering the two factors mentioned above, we propose a probing-based captioning approach to leverage PVLMs in a zero-shot …
Matk: The Meme Analytical Tool Kit, Ming Shan Hee, Aditi Kumaresan, Nguyen Khoi Hoang, Nirmalendu Prakash, Rui Cao, Roy Ka-Wei Lee
Matk: The Meme Analytical Tool Kit, Ming Shan Hee, Aditi Kumaresan, Nguyen Khoi Hoang, Nirmalendu Prakash, Rui Cao, Roy Ka-Wei Lee
Research Collection School Of Computing and Information Systems
The rise of social media platforms has brought about a new digital culture called memes. Memes, which combine visuals and text, can strongly influence public opinions on social and cultural issues. As a result, people have become interested in categorizing memes, leading to the development of various datasets and multimodal models that show promising results in this field. However, there is currently a lack of a single library that allows for the reproduction, evaluation, and comparison of these models using fair benchmarks and settings. To fill this gap, we introduce the Meme Analytical Tool Kit (MATK), an open-source toolkit specifically …
Experiences Of Autistic Twitch Livestreamers: “I Have Made Easily The Most Meaningful And Impactful Relationships”, Terrance Mok, Anthony Tang, Adam Mccrimmon, Lora Oehlberg
Experiences Of Autistic Twitch Livestreamers: “I Have Made Easily The Most Meaningful And Impactful Relationships”, Terrance Mok, Anthony Tang, Adam Mccrimmon, Lora Oehlberg
Research Collection School Of Computing and Information Systems
We present perspectives from 10 autistic Twitch streamers regarding their experiences as livestreamers and how autism uniquely colors their experiences. Livestreaming offers a social online experience distinct from in-person, face-to-face communication, where autistic people tend to encounter challenges. Our reflexive thematic analysis of interviews with 10 participants showcases autistic livestreamers’ perspectives in their own words. Our findings center on the importance of having streamers establishing connections with other, sharing autistic identities, controlling a space for social interaction, personal growth, and accessibility challenges. In our discussion, we highlight the crucial value of having a medium for autistic representation, as well as …
Impact Of Difficult Negatives On Twitter Crisis Detection, Yuhao Zhang, Siaw Ling Lo, Phyo Yi Win Myint
Impact Of Difficult Negatives On Twitter Crisis Detection, Yuhao Zhang, Siaw Ling Lo, Phyo Yi Win Myint
Research Collection School Of Computing and Information Systems
Twitter has become an alternative information source during a crisis. However, the short, noisy nature of tweets hinders information extraction. While models trained with standard Twitter crisis datasets accomplished decent performance, it remained a challenge to generalize to unseen crisis events. Thus, we proposed adding “difficult” negative examples during training to improve model generalization for Twitter crisis detection. Although adding random noise is a common practice, the impact of difficult negatives, i.e., negative data semantically similar to true examples, was never examined in NLP. Most of existing research focuses on the classification task, without considering the primary information need of …
Resale Hdb Price Prediction Considering Covid-19 Through Sentiment Analysis, Srinaath Anbu Durai, Zhaoxia Wang
Resale Hdb Price Prediction Considering Covid-19 Through Sentiment Analysis, Srinaath Anbu Durai, Zhaoxia Wang
Research Collection School Of Computing and Information Systems
Twitter sentiment has been used as a predictor to predict price values or trends in both the stock market and housing market. The pioneering works in this stream of research drew upon works in behavioural economics to show that sentiment or emotions impact economic decisions. Latest works in this stream focus on the algorithm used as opposed to the data used. A literature review of works in this stream through the lens of data used shows that there is a paucity of work that considers the impact of sentiments caused due to an external factor on either the stock or …
Learning-Based Stock Trending Prediction By Incorporating Technical Indicators And Social Media Sentiment, Zhaoxia Wang, Zhenda Hu, Fang Li, Seng-Beng Ho, Erik Cambria
Learning-Based Stock Trending Prediction By Incorporating Technical Indicators And Social Media Sentiment, Zhaoxia Wang, Zhenda Hu, Fang Li, Seng-Beng Ho, Erik Cambria
Research Collection School Of Computing and Information Systems
Stock trending prediction is a challenging task due to its dynamic and nonlinear characteristics. With the development of social platform and artificial intelligence (AI), incorporating timely news and social media information into stock trending models becomes possible. However, most of the existing works focus on classification or regression problems when predicting stock market trending without fully considering the effects of different influence factors in different phases. To address this gap, this research solves stock trending prediction problem utilizing both technical indicators and sentiments of the social media text as influence factors in different situations. A 3-phase hybrid model is proposed …
Investment And Risk Management With Online News And Heterogeneous Networks, Meng Kiat Gary Ang, Ee-Peng Lim
Investment And Risk Management With Online News And Heterogeneous Networks, Meng Kiat Gary Ang, Ee-Peng Lim
Research Collection School Of Computing and Information Systems
Stock price movements in financial markets are influenced by large volumes of news from diverse sources on the web, e.g., online news outlets, blogs, social media. Extracting useful information from online news for financial tasks, e.g., forecasting stock returns or risks, is, however, challenging due to the low signal-to-noise ratios of such online information. Assessing the relevance of each news article to the price movements of individual stocks is also difficult, even for human experts. In this article, we propose the Guided Global-Local Attention-based Multimodal Heterogeneous Network (GLAM) model, which comprises novel attention-based mechanisms for multimodal sequential and graph encoding, …
Is A Pretrained Model The Answer To Situational Awareness Detection On Social Media?, Siaw Ling Lo, Kahhe Lee, Yuhao Zhang
Is A Pretrained Model The Answer To Situational Awareness Detection On Social Media?, Siaw Ling Lo, Kahhe Lee, Yuhao Zhang
Research Collection School Of Computing and Information Systems
Social media can be valuable for extracting information about an event or incident on the ground. However, the vast amount of content shared, and the linguistic variants of languages used on social media make it challenging to identify important situational awareness content to aid in decision-making for first responders. In this study, we assess whether pretrained models can be used to address the aforementioned challenges on social media. Various pretrained models, including static word embedding (such as Word2Vec and GloVe) and contextualized word embedding (such as DistilBERT) are studied in detail. According to our findings, a vanilla DistilBERT pretrained language …
Champions For Social Good: How Can We Discover Social Sentiment And Attitude-Driven Patterns In Prosocial Communication?, Raghava Rao Mukkamala, Robert J. Kauffman, Helle Zinner Henriksen
Champions For Social Good: How Can We Discover Social Sentiment And Attitude-Driven Patterns In Prosocial Communication?, Raghava Rao Mukkamala, Robert J. Kauffman, Helle Zinner Henriksen
Research Collection School Of Computing and Information Systems
The UN High Commissioner on Refugees (UNHCR) is pursuing a social media strategy to inform people about displaced populations and refugee emergencies. It is actively engaging public figures to increase awareness through its prosocial communications and improve social informedness and support for policy changes in its services. We studied the Twitter communications of UNHCR social media champions and investigated their role as high-profile influencers. In this study, we offer a design science research and data analytics framework and propositions based on the social informedness theory we propose in this paper to assess communication about UNHCR’s mission. Two variables—refugee-emergency and champion …
Anchorage: Visual Analysis Of Satisfaction In Customer Service Videos Via Anchor Events, Kam Kwai Wong, Xingbo Wang, Yong Wang, Jianben He, Rong Zhang, Huamin Qu
Anchorage: Visual Analysis Of Satisfaction In Customer Service Videos Via Anchor Events, Kam Kwai Wong, Xingbo Wang, Yong Wang, Jianben He, Rong Zhang, Huamin Qu
Research Collection School Of Computing and Information Systems
Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by the inadequate estimation of customer services and the tedious investigation into multimodal video recordings. We introduce , a visual analytics system to evaluate customer satisfaction by summarizing multimodal behavioral features in customer service videos and revealing abnormal operations in the service process. We leverage the semantically meaningful operations to introduce structured event understanding into videos which help service providers quickly navigate to events of their interest. supports a comprehensive …
Does Social Media Accelerate Product Recalls? Evidence From The Pharmaceutical Industry, Yang Gao, Wenjing Duan, Huaxia Rui
Does Social Media Accelerate Product Recalls? Evidence From The Pharmaceutical Industry, Yang Gao, Wenjing Duan, Huaxia Rui
Research Collection School Of Computing and Information Systems
Social media has become a vital platform for voicing product-related experiences that may not only reveal product defects but also impose pressure on firms to act more promptly than before. This study scrutinizes the rarely-studied relationship between these voices and the speed of product recalls in the context of the pharmaceutical industry where social media pharmacovigilance is becoming increasingly important for the detection of drug safety signals. Using Federal Drug Administration (FDA) drug enforcement reports and social media data crawled from online forums and Twitter, we investigate whether social media can accelerate the product recall process in the context of …
Investigating Toxicity Changes Of Cross-Community Redditors From 2 Billion Posts And Comments, Hind Almerekhi, Haewoon Kwak, Bernard J. Jansen
Investigating Toxicity Changes Of Cross-Community Redditors From 2 Billion Posts And Comments, Hind Almerekhi, Haewoon Kwak, Bernard J. Jansen
Research Collection School Of Computing and Information Systems
This research investigates changes in online behavior of users who publish in multiple communities on Reddit by measuring their toxicity at two levels. With the aid of crowdsourcing, we built a labeled dataset of 10,083 Reddit comments, then used the dataset to train and fine-tune a Bidirectional Encoder Representations from Transformers (BERT) neural network model. The model predicted the toxicity levels of 87,376,912 posts from 577,835 users and 2,205,581,786 comments from 890,913 users on Reddit over 16 years, from 2005 to 2020. This study utilized the toxicity levels of user content to identify toxicity changes by the user within the …
Storm The Capitol: Linking Offline Political Speech And Online Twitter Extra-Representational Participation On Qanon And The January 6 Insurrection, Claire Seungeun Lee, Juan Merizalde, John D. Colautti, Jisun An, Haewoon Kwak
Storm The Capitol: Linking Offline Political Speech And Online Twitter Extra-Representational Participation On Qanon And The January 6 Insurrection, Claire Seungeun Lee, Juan Merizalde, John D. Colautti, Jisun An, Haewoon Kwak
Research Collection School Of Computing and Information Systems
The transfer of power stemming from the 2020 presidential election occurred during an unprecedented period in United States history. Uncertainty from the COVID-19 pandemic, ongoing societal tensions, and a fragile economy increased societal polarization, exacerbated by the outgoing president's offline rhetoric. As a result, online groups such as QAnon engaged in extra political participation beyond the traditional platforms. This research explores the link between offline political speech and online extra-representational participation by examining Twitter within the context of the January 6 insurrection. Using a mixed-methods approach of quantitative and qualitative thematic analyses, the study combines offline speech information with Twitter …
Immersivepov: Filming How-To Videos With A Head-Mounted 360° Action Camera, Kevin Huang, Jiannan Li, Maurício Sousa, Tovi Grossman
Immersivepov: Filming How-To Videos With A Head-Mounted 360° Action Camera, Kevin Huang, Jiannan Li, Maurício Sousa, Tovi Grossman
Research Collection School Of Computing and Information Systems
How-to videos are often shot using camera angles that may not be optimal for learning motor tasks, with a prevalent use of third-person perspective. We present immersivePOV, an approach to film how-to videos from an immersive first-person perspective using a head-mounted 360° action camera. immersivePOV how-to videos can be viewed in a Virtual Reality headset, giving the viewer an eye-level viewpoint with three Degrees of Freedom. We evaluated our approach with two everyday motor tasks against a baseline first-person perspective and a third-person perspective. In a between-subjects study, participants were assigned to watch the task videos and then replicate the …
New-Media Advertising And Retail Platform Openness, Jianqing Chen, Zhiling Guo
New-Media Advertising And Retail Platform Openness, Jianqing Chen, Zhiling Guo
Research Collection School Of Computing and Information Systems
We recently have witnessed two important trends in online retailing: the advent of new media (e.g., social media and search engines) makes advertising affordable for small sellers, and large online retailers (e.g., Amazon and JD.com) opening their platforms to allow even direct competitors to sell on their platforms. We examine how new-media advertising affects retail platform openness. We develop a game-theoretic model in which a leading retailer, who has both valuation and awareness advantages, and a third-party seller, who sells an identical product, engage in price competition. We find that the availability of relatively low-cost advertising through new media plays …
Action-Centric Relation Transformer Network For Video Question Answering, Jipeng Zhang, Jie Shao, Rui Cao, Lianli Gao, Xing Xu, Heng Tao Shen
Action-Centric Relation Transformer Network For Video Question Answering, Jipeng Zhang, Jie Shao, Rui Cao, Lianli Gao, Xing Xu, Heng Tao Shen
Research Collection School Of Computing and Information Systems
Video question answering (VideoQA) has emerged as a popular research topic in recent years. Enormous efforts have been devoted to developing more effective fusion strategies and better intra-modal feature preparation. To explore these issues further, we identify two key problems. (1) Current works take almost no account of introducing action of interest in video representation. Additionally, there exists insufficient labeling data on where the action of interest is in many datasets. However, questions in VideoQA are usually action-centric. (2) Frame-to-frame relations, which can provide useful temporal attributes (e.g., state transition, action counting), lack relevant research. Based on these observations, we …
Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui
Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite many advantages of social media as a customer service channel, there is a concern that active service intervention encourages excessive service complaints. Our paper casts doubt on this misconception by examining the dynamics between social media customer complaints and brand service interventions. We find service interventions indeed cause more complaints, yet this increase is driven by service awareness rather than chronic complaining. Due to the publicity and connectivity of social media, customers learn about the new service channel by observing customer service delivery to others – a mechanism that is unique to social media customer service and does not …
Precision Public Health Campaign: Delivering Persuasive Messages To Relevant Segments Through Targeted Advertisements On Social Media, Jisun An, Haewoon Kwak, Hanya M. Qureshi, Ingmar Weber
Precision Public Health Campaign: Delivering Persuasive Messages To Relevant Segments Through Targeted Advertisements On Social Media, Jisun An, Haewoon Kwak, Hanya M. Qureshi, Ingmar Weber
Research Collection School Of Computing and Information Systems
Although established marketing techniques have been applied to design more effective health campaigns, more often than not, the same message is broadcasted to large populations, irrespective of unique characteristics. As individual digital device use has increased, so have individual digital footprints, creating potential opportunities for targeted digital health interventions. We propose a novel precision public health campaign framework to structure and standardize the process of designing and delivering tailored health messages to target particular population segments using social media–targeted advertising tools. Our framework consists of five stages: defining a campaign goal, priority audience, and evaluation metrics; splitting the target audience …
Frameaxis: Characterizing Microframe Bias And Intensity With Word Embedding, Haewoon Kwak, Jisun An, Elise Jing Jing, Yong-Yeol Ahn
Frameaxis: Characterizing Microframe Bias And Intensity With Word Embedding, Haewoon Kwak, Jisun An, Elise Jing Jing, Yong-Yeol Ahn
Research Collection School Of Computing and Information Systems
Framing is a process of emphasizing a certain aspect of an issue over the others, nudging readers or listeners towards different positions on the issue even without making a biased argument. Here, we propose FrameAxis, a method for characterizing documents by identifying the most relevant semantic axes (“microframes”) that are overrepresented in the text using word embedding. Our unsupervised approach can be readily applied to large datasets because it does not require manual annotations. It can also provide nuanced insights by considering a rich set of semantic axes. FrameAxis is designed to quantitatively tease out two important dimensions of how …
On Predicting Personal Values Of Social Media Users Using Community-Specific Language Features And Personal Value Correlation, Amila Silva, Pei Chi Lo, Ee-Peng Lim
On Predicting Personal Values Of Social Media Users Using Community-Specific Language Features And Personal Value Correlation, Amila Silva, Pei Chi Lo, Ee-Peng Lim
Research Collection School Of Computing and Information Systems
Personal values have significant influence on individuals’ behaviors, preferences, and decision making. It is therefore not a surprise that personal values of a person could influence his or her social media content and activities. Instead of getting users to complete personal value questionnaire, researchers have looked into a non-intrusive and highly scalable approach to predict personal values using user-generated social media data. Nevertheless, geographical differences in word usage and profile information are issues to be addressed when designing such prediction models. In this work, we focus on analyzing Singapore users’ personal values, and developing effective models to predict their personal …
How-To Present News On Social Media: A Causal Analysis Of Editing News Headlines For Boosting User Engagement, Kunwoo Park, Haewoon Kwak, Jisun An, Sanjay Chawla
How-To Present News On Social Media: A Causal Analysis Of Editing News Headlines For Boosting User Engagement, Kunwoo Park, Haewoon Kwak, Jisun An, Sanjay Chawla
Research Collection School Of Computing and Information Systems
To reach a broader audience and optimize traffic toward news articles, media outlets commonly run social media accounts and share their content with a short text summary. Despite its importance of writing a compelling message in sharing articles, the research community does not own a sufficient understanding of what kinds of editing strategies effectively promote audience engagement. In this study, we aim to fill the gap by analyzing media outlets' current practices using a data-driven approach. We first build a parallel corpus of original news articles and their corresponding tweets that eight media outlets shared. Then, we explore how those …
More Kawaii Than A Real-Person Live Streamer: Understanding How The Otaku Community Engages With And Perceives Virtual Youtubers, Zhicong Lu, Chenxinran Shen, Jiannan Li, Hong Shen, Daniel Wigdor
More Kawaii Than A Real-Person Live Streamer: Understanding How The Otaku Community Engages With And Perceives Virtual Youtubers, Zhicong Lu, Chenxinran Shen, Jiannan Li, Hong Shen, Daniel Wigdor
Research Collection School Of Computing and Information Systems
Live streaming has become increasingly popular, with most streamers presenting their real-life appearance. However, Virtual YouTubers (VTubers), virtual 2D or 3D avatars that are voiced by humans, are emerging as live streamers and attracting a growing viewership in East Asia. Although prior research has found that many viewers seek real-life interpersonal interactions with real-person streamers, it is currently unknown what makes VTuber live streams engaging or how they are perceived differently than real-person streamers. We conducted an interview study to understand how viewers engage with VTubers and perceive the identities of the voice actors behind the avatars (i.e., Nakanohito). The …
Escape From An Echo Chamber, Kuan-Chieh Lo, Shih-Chieh Dai, Aiping Xiong, Jing Jiang, Lun-Wei Ku
Escape From An Echo Chamber, Kuan-Chieh Lo, Shih-Chieh Dai, Aiping Xiong, Jing Jiang, Lun-Wei Ku
Research Collection School Of Computing and Information Systems
An echo chamber effect refers to the phenomena that online users revealed selective exposure and ideological segregation on political issues. Prior studies indicate the connection between the spread of misinformation and online echo chambers. In this paper, to help users escape from an echo chamber, we propose a novel news-analysis platform that provides a panoramic view of stances towards a particular event from different news media sources. Moreover, to help users better recognize the stances of news sources which published these news articles, we adopt a news stance classification model to categorize their stances into “agree”, “disagree”, “discuss”, or “unrelated” …
Exploring Media Portrayals Of People With Mental Disorders Using Nlp, Swapna Gottipati, Mark Chong, Andrew Wei Kiat Lim, Benny Haryanto Kawidiredjo
Exploring Media Portrayals Of People With Mental Disorders Using Nlp, Swapna Gottipati, Mark Chong, Andrew Wei Kiat Lim, Benny Haryanto Kawidiredjo
Research Collection School Of Computing and Information Systems
Media plays an important role in creating an impact in society. Several studies show that news media and entertainment channels, at times may create overwhelming images of the mental illness that emphasize criminality and dangerousness. The consequences of such negative impact may impact the audience with stigma and on the other hand, they impair the self-esteem and help-seeking behavior of the people with mental disorders. This is the first study to examine the Singapore media’s portrayal of persons with mental disorders (MDs) using text analytics and natural language processing. To date, most studies on media portrayal of people with MDs …
Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak, Swapna Gottipati, Kyong Jin Shim, Hui Hian Teo, Karthik Nityanand, Shreyansh Shivam
Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak, Swapna Gottipati, Kyong Jin Shim, Hui Hian Teo, Karthik Nityanand, Shreyansh Shivam
Research Collection School Of Computing and Information Systems
The COVID-19 pandemic triggered a large-scale work-from-home trend globally in recent months. In this paper, we study the phenomenon of “work-from-home” (WFH) by performing social listening. We propose an analytics pipeline designed to crawl social media data and perform text mining analyzes on textual data from tweets scrapped based on hashtags related to WFH in COVID-19 situation. We apply text mining and NLP techniques to analyze the tweets for extracting the WFH themes and sentiments (positive and negative). Our Twitter theme analysis adds further value by summarizing the common key topics, allowing employers to gain more insights on areas of …
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …
Business Practice Of Social Media - Platform And Customer Service Adoption, Shujing Sun, Yang Gao, Huaxia Rui
Business Practice Of Social Media - Platform And Customer Service Adoption, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
This paper examines the key drivers in business adoptions of the platform and customer service within the context of social media. We carry out the empirical analyses using the decision trajectories of the international airline industry on Twitter. We find that a firm's decision-making is subject to both peer influence and consumer pressure. Regarding peer influence, we find that the odds of both adoptions increase when the extent of peers' adoption increases. We also identify the distinctive role of consumers. Specifically, before the platform adoption, firms learn about potential consequences from consumer reactions to peers' adoptions. Upon the platform adoption, …
Digital Social Listening On Conversations About Sexual Harassment, Xuesi Sim, Ern Rae Chang, Yu Xiang Ong, Jie Ying Yeo, Christine Bai Shuang Yan, Eugene Wen Jia Choy, Kyong Jin Shim
Digital Social Listening On Conversations About Sexual Harassment, Xuesi Sim, Ern Rae Chang, Yu Xiang Ong, Jie Ying Yeo, Christine Bai Shuang Yan, Eugene Wen Jia Choy, Kyong Jin Shim
Research Collection School Of Computing and Information Systems
In light of the #MeToo movement and publicized sexual harassment incidents in Singapore in recent years, we built an analytics pipeline for performing digital social listening on conversations about sexual harassment for AWARE (Association of Women for Action and Research). Our social network analysis results identified key influencers that AWARE can engage for sexual harassment awareness campaigns. Further, our analysis results suggest new hashtags that AWARE can use to run social media campaigns and achieve greater reach.