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

Author

Listed:
  • Diana, Tony

    (Manager of the Outreach Division at Federal Aviation Administration, NextGen Collaboration and Messaging Office, USA)

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.

Suggested Citation

  • Diana, Tony, 2021. "Improving messaging to airport community residents: An application of sentiment analysis to community engagement," Journal of Airport Management, Henry Stewart Publications, vol. 15(3), pages 304-312, June.
    • Handle: RePEc:aza:jam000:y:2021:v:15:i:3:p:304-312
    as

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    More about this item

    Keywords

    sentiment analysis; Natural Language Processing; community engagement;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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