research-article

Examining government-citizen interactions on Twitter using visual and sentiment analysis

Authors:

Rocío B. Hubert,

Tomasz JanowskiAuthors Info & Claims

dg.o '18: Proceedings of the 19th Annual International Conference on Digital Government Research: Governance in the Data Age

Article No.: 55, Pages 1 - 10

https://doi.org/10.1145/3209281.3209356

Published: 30 May 2018 Publication History

Abstract

The goal of this paper is to propose a methodology comprising a range of visualization techniques to analyze the interactions between government and citizens on the issues of public concern taking place on Twitter, mainly through the official government or ministry accounts. The methodology addresses: 1) the level of government activity in different countries and sectors; 2) the topics that are addressed through such activities; 3) the resources shared between government and citizens as part of interactions; 4) the intensity of citizen response to government announcements; 5) the sentiment expressed by citizens when providing such responses; and 6) the combinations of such issues. Example combinations include identifying topics that generated the largest Twitter activity by government but received the least interest from citizens, identifying topics that generated the most polarized reactions from citizens, or determining correlation between policy announcements and trust, fear and other negative emotions expressed by citizens. The methodology uses visual analytics to reveal patterns and trends associated with various questions, complemented with sentiment analysis to study government-citizen interactions on Twitter. The methodology is validated by examining Twitter presence in five sectors --- health, social development, education, environment and work, in five Latin American countries with mature e-Participation capabilities --- Argentina, Chile, Colombia, Mexico and Uruguay.

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Examining government-citizen interactions on Twitter using visual and sentiment analysis

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cover image ACM Other conferences

dg.o '18: Proceedings of the 19th Annual International Conference on Digital Government Research: Governance in the Data Age

May 2018

889 pages

ISBN:9781450365260

DOI:10.1145/3209281

Conference Chairs:
Marijn Janssen
Delft University of Technology, Netherlands
,
Soon Ae Chun
City University of New York (CUNY), USA
,
Vishanth Weerakkody
Bradford University, UK
,
Editors:
Anneke Zuiderwijk
Delft University of Technology, Netherlands
,
Charles C. Hinnant
Florida State University, USA

Copyright © 2018 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Published: 30 May 2018

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dg.o '18

dg.o '18: 19th Annual International Conference on Digital Government Research

May 30 - June 1, 2018

Delft, The Netherlands

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Overall Acceptance Rate 150 of 271 submissions, 55%

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https://doi.org/10.1109/NETAPPS63333.2024.10823526
ÇONAK ÖÖNDER E(2023)Sentiment analysis in social networks of health institutionsBitlis Eren University Journal of Science and Technology10.17678/beuscitech.122293313:1(38-60)Online publication date: 30-Jun-2023
https://doi.org/10.17678/beuscitech.1222933
Ibrohim MBosco CBasile V(2023)Sentiment Analysis for the Natural Environment: A Systematic ReviewACM Computing Surveys10.1145/360460556:4(1-37)Online publication date: 10-Nov-2023
https://dl.acm.org/doi/10.1145/3604605
Banjabi DAlmezeini N(2023)Customer Satisfaction Toward Commercial E-Services in Saudi Arabia: A Sentiment Analysis2023 International Symposium on Networks, Computers and Communications (ISNCC)10.1109/ISNCC58260.2023.10323614(1-6)Online publication date: 23-Oct-2023
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