Sentiment Analysis, Social Media, and Public Administration

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Author(s): Daniel José Silva Oliveira (Universidade Federal de Lavras (UFLA), Brazil), Paulo Henrique de Souza Bermejo (Universidade Federal de Lavras (UFLA), Brazil)and Pamela Aparecida dos Santos (Universidade Federal de Lavras (UFLA), Brazil)
Copyright: 2016
Pages: 18
Source title: Politics and Social Activism: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-9461-3.ch009

Keywords: Information Science Reference / Political Science / Social Sciences & Humanities

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Abstract

This chapter describes how sentiment analysis, based on texts taken from social media, can be an instrument for measuring popular opinion about government services and can contribute to evaluating and developing public administration. This is an applied, interdisciplinary, qualitative, exploratory, and technological study. Throughout the chapter, the main theoretical and conceptual formulations about the subject are reviewed, and practical demonstrations are made using opinion-mining tools that provide high accuracy in data processing. For demonstration purposes, topics that triggered the popular protests of June 2013 in Brazil were selected, involving million people across the country. A total of 51,857 messages posted on social media about these topics were collected, processed, and analyzed. Through that analysis, it can be observed that even after six months, the factors that motivated the protests continued generating citizen dissatisfaction.

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Sentiment Analysis, Social Media, and Public Administration

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