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

Cécile Paris; Stephen Wan

doi:10.1145/1979742.1979878

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 proceeding › Conference proceeding contribution › peer-review

30 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 language	English
Title of host publication	CHI '11 Extended Abstracts on Human Factors in Computing Systems
Publisher	Association for Computing Machinery (ACM)
Pages	2095-2100
Number of pages	6
ISBN (Print)	9781450302289, 9781450302685
DOIs	https://doi.org/10.1145/1979742.1979878
Publication status	Published - 2011
Externally published	Yes
Event	29th Annual CHI Conference on Human Factors in Computing Systems, CHI 2011 - Vancouver, BC, Canada Duration: 7 May 2011 → 12 May 2011

Other

Other	29th Annual CHI Conference on Human Factors in Computing Systems, CHI 2011
Country/Territory	Canada
City	Vancouver, BC
Period	7/05/11 → 12/05/11

Keywords

Information needs
Online community
Social media
Social support
Task analysis

Access to Document

10.1145/1979742.1979878

Cite this

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title = "Listening to the community: social media monitoring tasks for improving government services",

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.",

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Paris, C & Wan, S 2011, Listening to the community: social media monitoring tasks for improving government services. in CHI '11 Extended Abstracts on Human Factors in Computing Systems. Association for Computing Machinery (ACM), pp. 2095-2100, 29th Annual CHI Conference on Human Factors in Computing Systems, CHI 2011, Vancouver, BC, Canada, 7/05/11. https://doi.org/10.1145/1979742.1979878

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AB - 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.

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KW - Online community

KW - Social media

KW - Social support

KW - Task analysis

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

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