Purpose

In recent years, social media crises occurred more and more often, which negatively affect the reputations of individuals, businesses and communities. During each crisis, numerous users either participated in online discussion or widely spread crisis-related information to their friends and followers on social media. By applying sentiment analysis to study a social media crisis of airline carriers, the purpose of this research is to help companies take measure against social media crises.

Design/methodology/approach

This study used sentiment analytics to examine a social media crisis related to airline carriers. The arousal, valence, negative, positive and eight emotional sentiments were applied to analyze social media data collected from Twitter.

Findings

This research study found that social media sentiment analysis is useful to monitor public reaction after a social media crisis arises. The sentiment results are able to reflect the development of social media crises quite well. Proper and timely response strategies to a crisis can mitigate the crisis through effective communication with the customers and the public.

Originality/value

This study used the Affective Norms of English Words (ANEW) dictionary to classify the words in social media data and assigned the words with two elements to measure the emotions: valence and arousal. The intensity of the sentiment determines the public reaction to a social media crisis. An opinion-oriented information system is proposed as a solution for resolving a social media crisis in the paper.

中文翻译：

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应用情绪分析检查社交媒体危机：联合航空公司 2017 年危机的案例研究

目的

近年来，社交媒体危机越来越频繁，对个人、企业和社区的声誉产生了负面影响。在每次危机期间，众多用户要么参与在线讨论，要么在社交媒体上向他们的朋友和追随者广泛传播危机相关信息。通过应用情绪分析来研究航空公司的社交媒体危机，本研究的目的是帮助公司采取措施应对社交媒体危机。

设计/方法/方法

本研究使用情绪分析来检查与航空公司相关的社交媒体危机。使用唤醒、效价、消极、积极和八种情绪情绪来分析从 Twitter 收集的社交媒体数据。

发现

本研究发现，社交媒体情绪分析有助于监测社交媒体危机发生后的公众反应。情绪结果能够很好地反映社交媒体危机的发展。适当和及时的危机应对策略可以通过与客户和公众的有效沟通来缓解危机。

原创性/价值

本研究使用英语单词情感规范 (ANEW) 词典对社交媒体数据中的单词进行分类，并为单词分配两个元素来衡量情绪：效价和唤醒。情绪的强度决定了公众对社交媒体危机的反应。本文提出了一个面向意见的信息系统作为解决社交媒体危机的解决方案。