Log In Sign Up

Analyzing the Intensity of Complaints on Social Media

by   Ming Fang, et al.

Complaining is a speech act that expresses a negative inconsistency between reality and human expectations. While prior studies mostly focus on identifying the existence or the type of complaints, in this work, we present the first study in computational linguistics of measuring the intensity of complaints from text. Analyzing complaints from such perspective is particularly useful, as complaints of certain degrees may cause severe consequences for companies or organizations. We create the first Chinese dataset containing 3,103 posts about complaints from Weibo, a popular Chinese social media platform. These posts are then annotated with complaints intensity scores using Best-Worst Scaling (BWS) method. We show that complaints intensity can be accurately estimated by computational models with the best mean square error achieving 0.11. Furthermore, we conduct a comprehensive linguistic analysis around complaints, including the connections between complaints and sentiment, and a cross-lingual comparison for complaints expressions used by Chinese and English speakers. We finally show that our complaints intensity scores can be incorporated for better estimating the popularity of posts on social media.


page 1

page 2

page 3

page 4


LSTM Based Sentiment Analysis for Cryptocurrency Prediction

Recent studies in big data analytics and natural language processing dev...

Automatically Identifying Complaints in Social Media

Complaining is a basic speech act regularly used in human and computer m...

Hate Speech and Offensive Language Detection in Bengali

Social media often serves as a breeding ground for various hateful and o...

SemEval-2020 Task 8: Memotion Analysis – The Visuo-Lingual Metaphor!

Information on social media comprises of various modalities such as text...

Cross-Platform Emoji Interpretation: Analysis, a Solution, and Applications

Most social media platforms are largely based on text, and users often w...

Assessing Post Deletion in Sina Weibo: Multi-modal Classification of Hot Topics

Widespread Chinese social media applications such as Weibo are widely kn...

Code Repositories