Semantic Web Tools and Decision-Making

Antunes, Francisco; Freire, Manuela; Costa, João Paulo

doi:10.1007/978-3-319-07179-4_31

Cited by 5 publications

(2 citation statements)

References 24 publications

(22 reference statements)

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“…The complexity associated with the analysis of social relations, social interaction data analysis requires the use of methods and techniques, studied and validated in different areas of knowledge, to explain the discursive phenomena of communication. The language used in OSN’s tends to be casual and informal, mixing linguistic and non-linguistic resources (Freire et al 2015 ), especially to communicate quicker and express negative emotions, and, in the airline context, it also bares a multi-lingual nature (Antunes et al 2014 ). This usually produces tangled, disordered, incomplete, and sometimes garbled data.…”

Section: Web Discourse In Osn’s Contextmentioning

confidence: 99%

Enhancing decision-making support by mining social media data with social network analysis

Freire

Antunes

Costa

2023

Soc. Netw. Anal. Min.

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This paper explores the use of social network analysis (SNA) on airlines’ online social networks (OSNs) to extract valuable information for decision support, by analyzing interactions and discursive exchanges between users. The research is focused on fostering customer service of an airline company during a strike period, namely by detecting influential customers (whether satisfied or dissatisfied), address pending requests, and enhancing customer satisfaction, thus promoting issue-solving, and increasing responsiveness. The methodology involves analyzing data from the Facebook account of an airline company, using SNA to structure the data, and calculating metrics to detect possible situations to be addressed by customer service. The research concludes that it is possible to extract valuable information for decision support by analyzing the metrics that were built over the interactions and discursive exchanges between OSN users. SNA metrics enable to measure airline’s call-center performance in terms of speed of answer and customer satisfaction, to identify active users requiring additional support, as well as highly influential customers who may impact on the overall customer satisfaction, thus helping to resolve issues more efficiently. This study provides both theoretical and practical implications: it contributes to the existing literature by integrating social interaction and SNA for decision support in airline’s service context; and it provides practical insights into how companies can use SNA metrics to improve customer service. The research also highlights and corroborates the importance of monitoring social media interactions for decision-making and improving customer service.

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Section: Web Discourse In Osn’s Contextmentioning

confidence: 99%

Enhancing decision-making support by mining social media data with social network analysis

Freire

Antunes

Costa

2023

Soc. Netw. Anal. Min.

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“…Moreover, users assign bizarre meanings to identify a situation or an object. This uncontrolled vocabulary used in folksonomies may suffer from ambiguity regarding the meaning of tags (Antunes et al 2014;Freire et al 2017). • Posts' dimensions (number of characters)-in order to speed up communication, people tend to reduce the number of typed characters to express an idea (Freire et al 2015), which poses a greater strain in semantic extraction.…”

Section: Decision Support Within the Social Web Data Contextmentioning

confidence: 99%

Getting decision support from context-specific online social networks: a case study

Freire

Antunes

Costa

2022

Soc. Netw. Anal. Min.

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The combination between online social networks (OSN) and decision processes provides a favorable social data analysis paradigm for efficient decision support and business-processes integration. This paper presents a framework for handling OSN's contents, providing a simpler and effective approach for information retrieval and processing. The objective is to address a decision-making problem, by using that framework to extract, process, structure and analyze the OSN's data. The decision process is not only guided by OSN data, but also by social network analysis methodology and is entirely based on the communications among social media users. Our framework combines two different, though complementary, perspectives: the analysis of the interactions among users and the semantic analysis of their discourses. In addition, it aims to bridge technology and manual-based approaches, thus enhancing the possibilities for making a better use of an OSN, using free-available software. The case study, herein, aims to estimate customers' requests, solely based on their Facebook posts, showing that the unstructured data of the web's discourse can be used to support this kind of decision processes.

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Improving Decision Making Using Semantic Web Technologies

Chhetri

2021

The Semantic Web: ESWC 2021 Satellite Events

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Semantic Web Tools and Decision-Making

Cited by 5 publications

References 24 publications

Enhancing decision-making support by mining social media data with social network analysis

Enhancing decision-making support by mining social media data with social network analysis

Getting decision support from context-specific online social networks: a case study

Improving Decision Making Using Semantic Web Technologies

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