Improving messaging to airport community residents: An application of sentiment analysis to community engagement

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.