Listening to the community: social media monitoring tasks for improving government services

Cécile Paris*, Stephen Wan

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

26 Citations (Scopus)

Abstract

We present a preliminary analysis of the tasks and information needs of users performing social media monitoring to improve government services. In general, our aim is to explore how text analysis tools can support a social media monitoring task in the government context. We find that, in this context, social media monitoring is a complex activity. Social media monitors not only perform traditional media monitoring tasks, but they also take specific actions to provide an improved service, predominantly by checking and vetting information contributed by the wider online community. In our analysis, we found a number of specific information-based actions performed in order to determine how one should respond to a particular social media post.

Original languageEnglish
Title of host publicationCHI '11 Extended Abstracts on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery (ACM)
Pages2095-2100
Number of pages6
ISBN (Print)9781450302289, 9781450302685
DOIs
Publication statusPublished - 2011
Externally publishedYes
Event29th Annual CHI Conference on Human Factors in Computing Systems, CHI 2011 - Vancouver, BC, Canada
Duration: 7 May 201112 May 2011

Other

Other29th Annual CHI Conference on Human Factors in Computing Systems, CHI 2011
CountryCanada
CityVancouver, BC
Period7/05/1112/05/11

Keywords

  • Information needs
  • Online community
  • Social media
  • Social support
  • Task analysis

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