LECTURE 6

TEXT MINING, SENTIMENT ANALYSIS, AND SOCIAL ANALYTICS

 LEARNING OBJECTIVES

Describe text mining and understand the need for text mining
Differentiate among text analytics, text mining and data mining
Understand the different application areas for text mining
Know the process of carrying out a text mining project
Appreciate the different methods to introduce structure to text-based data
Describe sentiment analysis
Develop familiarity with popular applications of sentiment analysis
Learn the common methods for sentiment analysis
Become familiar with speech analytics as it relates to sentiment analysis
Learn three facets of Web analytics—content, structure, and usage mining
Know social analytics including social media and social network analyses
 TEXT ANALYTICS AND TEXT MINING

• Text Analytics versus Text Mining

• Text Analytics =
• Information Retrieval +
• Information Extraction +
• Data Mining +
• Web Mining

or simply
• Text Analytics = Information Retrieval + Text Mining
TEXT ANALYTICS AND TEXT MINING
Text Analytics, Related Application Areas, and Enabling Disciplines.
 TEXT MINING CONCEPTS
• 85-90 percent of all corporate data is in some kind of unstructured form (e.g., text)
• Unstructured corporate data is doubling in size every 18 months
• Tapping into these information sources is not an option, but a need to stay competitive
• Answer: text mining
• A semi-automated process of extracting knowledge from unstructured data
sources
• a.k.a. text data mining or knowledge discovery in textual databases
 DATA MINING VERSUS TEXT MINING
• Both seek for novel and useful patterns
• Both are semi-automated processes
• Difference is the nature of the data:
• Structured versus unstructured data
• Structured data: in databases
• Unstructured data: Word documents, PD F files, text excerpts, XM L files, and so on
• To perform text mining – first, impose structure to the data, then mine the structured data.
 TEXT MINING CONCEPTS
• Benefits of text mining are obvious especially in text-rich data environments
• e.g., law (court orders), academic research (research articles), finance (quarterly
reports), medicine (discharge summaries), biology (molecular interactions),
technology (patent files), marketing (customer comments), etc.
• Electronic communization records (e.g., Email)
• Spam filtering
• Email prioritization and categorization
• Automatic response generation
TEXT MINING APPLICATION AREA

• Information extraction
• Topic tracking
• Summarization
• Categorization
• Clustering
• Concept linking
• Question answering
 TEXT MINING TERMINOLOGY
• Unstructured or semistructured data
• Corpus (and corpora)
• Terms
• Concepts
• Stemming
• Stop words (and include words)
• Synonyms (and polysemes)
• Tokenizing
 TEXT MINING TERMINOLOGY
• Term dictionary
• Word frequency
• Part-of-speech tagging
• Morphology
• Term-by-document matrix
• Occurrence matrix
• Singular value decomposition
• Latent semantic indexing
 NATURAL LANGUAGE PROCESSING (NL P)

• Structuring a collection of text

• Old approach: bag-of-words
• New approach: natural language processing
• NL P is …
• a very important concept in text mining
• a subfield of artificial intelligence and computational linguistics
• the studies of "understanding" the natural human language
• Syntax- versus semantics-based text mining
 NATURAL LANGUAGE PROCESSING (NL P)

• What is “Understanding” ?
• Human understands, what about computers?
• Natural language is vague, context driven
• True understanding requires extensive knowledge of a topic
• Can/will computers ever understand natural language the
same/accurate way we do?
NATURAL LANGUAGE PROCESSING (NL P)
• Challenges in NL P
• Part-of-speech tagging
• Text segmentation
• Word sense disambiguation
• Syntax ambiguity
• Imperfect or irregular input
• Speech acts
• Dream of A I community
• to have algorithms that are capable of automatically reading and obtaining knowledge from
text
NATURAL LANGUAGE PROCESSING (NL P)

• WordNet
• A laboriously hand-coded database of English words, their definitions, sets of
synonyms, and various semantic relations between synonym sets.
• A major resource for NL P.
• Need automation to be completed.
• Sentiment Analysis
• A technique used to detect favorable and unfavorable opinions toward specific
products and services
• SentiWordNet
NL P TASK CATEGORIES
• Question answering
• Automatic summarization
• Natural language generation & understanding
• Machine translation
• Foreign language reading & writing
• Speech recognition
• Text proofing, optical character recognition
• Optical character recognition
 TEXT MINING APPLICATIONS
• Marketing applications
• Enables better CR M
• Security applications
• ECHELO N, OASI S
• Deception detection (…example in the textbook)
• Medicine and biology
• Literature-based gene identification (…)
• Academic applications
• Research stream analysis
APPLICATION CASE
Mining for Lies
• Deception detection
• A difficult problem
• If detection is limited to only text, then the problem is
even more difficult
• The study
• Analyzed text based testimonies of person of interests at
military bases
• Used only text-based features (cues)
APPLICATION CASE 7.3
Mining for Lies
Figure 7.3 Text-Based Deception-Detection Process.

Source: Fuller, C. M., D. Biros, & D. Delen. (2008, January). Exploration of Feature Selection and Advanced Classification
Models for High-Stakes Deception Detection. Proceedings of the Forty-First Annual Hawaii International Conference on System
Sciences (HICS S), Big Island, H I: IEE E Press, pp. 80–99.
 APPLICATION CASE 7.3
Mining for Lies
Categories and Examples of Linguistic Features Used in Deception Detection.
Number Construct (Category) Example Cues
1 Quantity Verb count, noun phrase count, etc.
2 Complexity Average number of clauses, average sentence length, etc.

3 Uncertainty Modifiers, modal verbs, etc.

4 Nonimmediacy Passive voice, objectification, etc.
5 Expressivity Emotiveness
6 Diversity Lexical diversity, redundancy, etc.
7 Informality Typographical error ratio
8 Specificity Spatiotemporal information, perceptual information, etc.

9 Affect Positive affect, negative affect, etc.

APPLICATION CASE
Mining for Lies
• 371 usable statements are generated
• 31 features are used
• Different feature selection methods used
• 10-fold cross validation is used
• Results (overall % accuracy)
• Logistic regression 67.28
• Decision trees 71.60
• Neural networks 73.46
TEXT MINING PROCESS
• A Context Diagram for Text Mining Process
TEXT MINING PROCESS
Figure 7.6 The Three-Step/Task Text Mining Process.
 TEXT MINING PROCESS
• Step 1: Establish the corpus
• Collect all relevant unstructured data
(e.g., textual documents, XM L files, emails, Web pages, short notes, voice
recordings…)
• Digitize, standardize the collection
(e.g., all in ASCI I text files)
• Place the collection in a common place
(e.g., in a flat file, or in a directory as separate files)
TEXT MINING PROCESS
• Step 2: Create the Term–by–Document Matrix
 TEXT MINING PROCESS
• Step 2: Create the Term–by–Document Matrix (TD M) (Cont.)
• Should all terms be included?
• Stop words, include words
• Synonyms, homonyms
• Stemming
• What is the best representation of the indices (values in cells)?
• Row counts; binary frequencies; log frequencies;
• Inverse document frequency
 TEXT MINING PROCESS

• Step 2: Create the Term–by–Document Matrix (TD M) (Cont.)

• TD M is a sparse matrix. How can we reduce the dimensionality of the TD
M?
• Manual - a domain expert goes through it
• Eliminate terms with very few occurrences in very few documents (?)
• Transform the matrix using singular value decomposition (SV D)
• SV D is similar to principle component analysis
TEXT MINING PROCESS
• Step 3: Extract patterns/knowledge
• Classification (text categorization)
• Clustering (natural groupings of text)
• Improve search recall
• Improve search precision
• Scatter/gather
• Query-specific clustering
• Association
• Trend Analysis (…)
APPLICATION CASE 7.5 (1 OF 4)
Research Literature Survey with Text Mining
• Mining the published I S literature
• MI S Quarterly (MIS Q)
• Journal of MI S (JMI S)
• Information Systems Research (IS R)
• Covers 12-year period (1994-2005)
• 901 papers are included in the study
• Only the paper abstracts are used
• 9 clusters are generated for further analysis
 SENTIMENT ANALYSIS

• Sentiment  belief, view, opinion, and conviction

• Sentiment analysis is trying to answer the question “What do people feel about a
certain topic?”
• By analyzing data related to opinions of many using a variety of automated tools
• Used in variety of domains, but it application in CR M are especially noteworthy
(which related to customers/consumers’ opinions)
 SENTIMENT ANALYSIS
APPLICATIONS
• Voice of the customer (VO C)
• Voice of the Market (VO M)
• Voice of the Employee (VO E)
• Brand Management
• Financial Markets
• Politics
• Government Intelligence
• … others
SENTIMENT ANALYSIS PROCESS
 SENTIMENT ANALYSIS PROCESS

• Step 1 – Sentiment Detection

• Comes right after the he retrieval and preparation of the text documents
• It is also called detection of objectivity
• Fact [= objectivity] versus Opinion [= subjectivity]
• Step 2 – N-P Polarity Classification
• Given an opinionated piece of text, the goal is to classify the opinion as falling
under one of two opposing sentiment polarities
• N [= negative] versus P [= positive]
 SENTIMENT ANALYSIS PROCESS
• Step 3 – Target Identification
• The goal of this step is to accurately identify the target of the expressed
sentiment (e.g., a person, a product, and event, etc.)
• Level of difficulty → the application domain
• Step 4 – Collection and Aggregation
• Once the sentiments of all text data points in the document are identified and
calculated, they are to be aggregated
• Word → Statement → Paragraph → Document
P-N POLARITY AND S-O POLARITY
 WEB MINING OVERVIEW
• Web is the largest repository of data
• Data is in HTM L, XM L, text format
• Challenges (of processing Web data)
• The Web is too big for effective data mining
• The Web is too complex
• The Web is too dynamic
• The Web is not specific to a domain
• The Web has everything
• Opportunities and challenges are great!
 WEB MINING
Web mining (or Web data mining) is the process of discovering
intrinsic relationships from Web data (textual, linkage, or usage)
WEB CONTENT/STRUCTURE MINING

• Mining the textual content on the Web

• Data collection via Web crawlers
• Web pages include hyperlinks
• Authoritative pages
• Hubs
• hyperlink-induced topic search (HIT S) algorithm
 WEB USAGE MINING
• Extraction of information from data generated through Web page visits and
transactions…
• data stored in server access logs, referrer logs, agent logs, and client-side cookies
• user characteristics and usage profiles
• metadata, such as page attributes, content attributes, and usage data
• Clickstream data
• Clickstream analysis
 WEB USAGE MINING
• Web usage mining applications
• Determine the lifetime value of clients
• Design cross-marketing strategies across products.
• Evaluate promotional campaigns
• Target electronic ads and coupons at user groups based on user access patterns
• Predict user behavior based on previously learned rules and users’ profiles
• Present dynamic information to users based on their interests and profiles
• …
 SEARCH ENGINES

• Google, Bing, Yahoo, …

• For what reason do you use search engines?
• Search engine is a software program that searches for documents (Internet
sites or files) based on the keywords (individual words, multi-word terms,
or a complete sentence) that users have provided that have to do with the
subject of their inquiry
• They are the workhorses of the Internet
STRUCTURE OF A TYPICAL INTERNET SEARCH
ENGINE
ANATOMY OF A SEARCH ENGINE
1. Development Cycle
• Web Crawler
• Document Indexer
2. Response Cycle
• Query Analyzer
• Document Matcher/Ranker
 SEARCH ENGINE OPTIMIZATION

• It is the intentional activity of affecting the visibility of an e-commerce site or a Web

site in a search engine’s natural (unpaid or organic) search results
• Part of an Internet marketing strategy
• Based on knowing how a Search Engine works
• Content, HTM L, keywords, external links, …
• Indexing based on …
• Webmaster submission of UR L
• Proactively and continuously crawling the Web
WEB USAGE MINING
(CLICKSTREAM ANALYSIS)
 WEB ANALYTICS METRICS

• Web site usability

• How were the visitors using my Web site?
• Traffic sources
• Where did they come from?
• Visitor profiles
• What do my visitors look like?
• Conversion statistics
• What does it all mean for the business?
 WEB ANALYTICS METRICS

Web Site Usability Traffic Source

• Page views • Referral Web sites
• Time on site • Search engines
• Downloads • Direct
• Click map • Offline campaigns
• Click paths • Online campaigns
WEB ANALYTICS METRICS (3 OF 3)
Visitor Profiles Conversion Statistics
• Keywords • New visitors
• Content groupings • Returning visitors
• Geography • Leads
• Time of day • Sales/conversions
• Landing page profiles • Abandonment/exit rate
A SAMPLE WEB ANALYTICS
DASHBOARD
SOCIAL ANALYTICS SOCIAL NETWORK
ANALYSIS
• Social Network - social structure composed of individuals link
to each other
• Analysis of social dynamics
• Interdisciplinary field
• Social psychology
• Sociology
• Statistics
• Graph theory
 SOCIAL ANALYTICS: SOCIAL NETWORK
ANALYSIS
• Social Networks help study relationships between individuals, groups, organizations,
societies
• Self organizing
• Emergent
• Complex
• Typical social network types
• Communication networks, community networks, criminal networks, innovation
networks, …
 SOCIAL ANALYTICS SOCIAL NETWORK ANALYSIS
METRICS
• Connections • Distribution
• Homophily • Bridge
• Multiplexity • Centrality
• Mutuality/reciprocity • Density
• Network closure • Distance
• Propinquity • Structural holes
• Segmentation
• Cliques and social circles
• Clustering coefficient
• Cohesion
 SOCIAL MEDIA DEFINITIONS AND
CONCEPTS
• Enabling technologies of social interactions among people
• Relies on enabling technologies of Web 2.0
• Takes on many different forms
• Internet forums, Web logs, social blogs, microblogging, wikis, social networks,
podcasts, pictures, video, and product reviews
• Different types of social media
• Based on media research and social process
SOCIAL VERSUS INDUSTRIAL MEDIA
• Web-based social media are different from traditional/industrial
media, such as newspapers, television, and film
• Differentiating characteristics
• Quality
• Reach
• Frequency
• Accessibility
• Usability
• Immediacy
• Updatability
HOW DO PEOPLE USE SOCIAL
MEDIA?
• Different engagement levels
SOCIAL MEDIA ANALYTICS

• It is the systematic and scientific ways to consume the vast amount

of content created by Web-based social media outlets, tools, and
techniques for the betterment of an organization’s competitiveness
• Tools to measure social media impact:
• Descriptive analytics
• Social network analysis
• Advanced analytics
BEST PRACTICES IN SOCIAL MEDIA
ANALYTICS
• Think of measurement as a guidance system, not a rating system
• Track the elusive sentiment
• Continuously improve the accuracy of text analysis
• Look at the ripple effect
• Look beyond the brand
• Identify your most powerful influencers
• Look closely at the accuracy of your analytic tool
• Incorporate social media intelligence into planning
END OF LECTURE 6
• Questions / Comments