“…The data derived from social media platforms provides organisations with detailed insights into consumer opinions and views relating to their brands and products, thus allowing the organisations to adapt and tailor decisions accordingly (Wu, Zhu, Wu, & Ding, 2014). Previous studies have highlighted the majority of social media big data analysis relies techniques such as trend discovery, modelling, natural language processing (Ghani, Hamid, Targio Hashem, & Ahmed, 2018), sentiment analysis (Ohbe, Ozono, & Shintani, 2017), Social network analysis (Bonchi, Castillo, Gionis, & Jaimes, 2011), and text mining (Reddick, Chatfield, & Ojo, 2017). Furthermore, Shanthi and Pappa (2017) highlight that Natural language processing (NLP), Sentiment analysis, and Social network analysis are key big data analytics techniques used in social media, which all play a significant role in ultimately enhancing organisational decision-making.…”