Improving messaging to airport community residents: An application of sentiment analysis to community engagement
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2021-06-01
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Citation of Original Publication
Diana, Tony. "Improving messaging to airport community residents: An application of sentiment analysis to community engagement." Journal of Airport Management, 15, no. 3 (1 June, 2021):304-312, . https://www.henrystewartpublications.com/jam/v15
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This work was written as part of one of the author's official duties as an Employee of the United States Government and is therefore a work of the United States Government. In accordance with 17 U.S.C. 105, no copyright protection is available for such works under U.S. Law.
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Abstract
Natural Language Processing has made significant progress over the last decades with the development of open-source software and dedicated libraries. Sentiment analysis has become a best practice in both private and public organisations. While airports have utilised sentiment analysis to assess their image and level of service, it has not been extensively used as a tool to be proactive when airport operators engage community residents. This analysis shows how sentiment analysis can be used to anticipate residents’ attitudes based on changes in key operational factors.