Information-seeking on the Web with Trusted Social Networks - from Theory to Systems

This research investigates how synergies between the Web and social networks can enhance the process of obtaining relevant and trustworthy information. A review of literature on personalised search, social search, recommender systems, social networks and trust propagation reveals limitations of existing technology in areas such as relevance, collaboration, task-adaptivity and trust. In response to these limitations I present a Web-based approach to information-seeking using social networks. This approach takes a source-centric perspective on the information-seeking process, aiming to identify trustworthy sources of relevant information from within the user's social network. An empirical study of source-selection decisions in information- and recommendation-seeking identified five factors that influence the choice of source, and its perceived trustworthiness. The priority given to each of these factors was found to vary according to the criticality and subjectivity of the task. A series of algorithms have been developed that operationalise three of these factors (expertise, experience, affinity) and generate from various data sources a number of trust metrics for use in social network-based information seeking. The most significant of these data sources is Revyu.com, a reviewing and rating Web site implemented as part of this research, that takes input from regular users and makes it available on the Semantic Web for easy re-use by the implemented algorithms. Output of the algorithms is used in Hoonoh.com, a Semantic Web-based system that has been developed to support users in identifying relevant and trustworthy information sources within their social networks. Evaluation of this system's ability to predict source selections showed more promising results for the experience factor than for expertise or affinity. This may be attributed to the greater demands these two factors place in terms of input data. Limitations of the work and opportunities for future research are discussed

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Matchmakers or tastemakers? Platformization of cultural intermediation & social media’s engines for ‘making up taste’

There are long-standing practices and processes that have traditionally mediated between the processes of production and consumption of cultural content. The prominent instances of these are: curating content by identifying and selecting cultural content in order to promote to a particular set of audiences; measuring audience behaviours to construct knowledge about their tastes; and guiding audiences through recommendations from cultural experts. These cultural intermediation processes are currently being transformed, and social media platforms play important roles in this transformation. However, their role is often attributed to the work of users and/or recommendation algorithms. Thus, the processes through which data about users’ taste are aggregated and made ready for algorithmic processing are largely neglected. This study takes this problematic as an important gap in our understanding of social media platforms’ role in the transformation of cultural intermediation. To address this gap, the notion of platformization is used as a theoretical lens to examine the role of users and algorithms as part of social media’s distinct data-based sociotechnical configuration, which is built on the so-called ‘platform-logic’. Based on a set of conceptual ideas and the findings derived through a single case study on a music discovery platform, this thesis developed a framework to explain ‘platformization of cultural intermediation’. This framework outlines how curation, guidance, and measurement processes are ‘plat-formed’ in the course of development and optimisation of a social media platform. This is the main contribution of the thesis. The study also contributes to the literature by developing the concept of social media’s engines for ‘making up taste’. This concept illuminates how social media operate as sociotechnical cultural intermediaries and participates in tastemaking in ways that acquire legitimacy from the long-standing trust in the objectivity of classification, quantification, and measurement processes

Management Responses to Online Reviews: Big Data From Social Media Platforms

User-generated content from virtual communities helps businesses develop and sustain competitive advantages, which leads to asking how firms can strategically manage that content. This research, which consists of two studies, discusses management response strategies for hotel firms to gain a competitive advantage and improve customer relationship management by leveraging big data, social media analytics, and deep learning techniques. Since negative reviews' harmful effects are greater than positive comments' contribution, firms must strategise their responses to intervene in and minimise those damages. Although current literature includes a sheer amount of research that presents effective response strategies to negative reviews, they mostly overlook an extensive classification of response strategies. The first study consists of two phases and focuses on comprehensive response strategies to only negative reviews. The first phase is explorative and presents a correlation analysis between response strategies and overall ratings of hotels. It also reveals the differences in those strategies based on hotel class, average customer rating, and region. The second phase investigates effective response strategies for increasing the subsequent ratings of returning customers using logistic regression analysis. It presents that responses involving statements of admittance of mistake(s), specific action, and direct contact requests help increase following ratings of previously dissatisfied returning customers. In addition, personalising the response for better customer relationship management is particularly difficult due to the significant variability of textual reviews with various topics. The second study examines the impact of personalised management responses to positive and negative reviews on rating growth, integrating a novel method of multi-topic matching approach with a panel data analysis. It demonstrates that (a) personalised responses improve future ratings of hotels; (b) the effect of personalised responses is stronger for luxury hotels in increasing future ratings. Lastly, practical insights are provided

Semantic Selection of Internet Sources through SWRL Enabled OWL Ontologies

This research examines the problem of Information Overload (IO) and give an overview of various attempts to resolve it. Furthermore, argue that instead of fighting IO, it is advisable to start learning how to live with it. It is unlikely that in modern information age, where users are producer and consumer of information, the amount of data and information generated would decrease. Furthermore, when managing IO, users are confined to the algorithms and policies of commercial Search Engines and Recommender Systems (RSs), which create results that also add to IO. this research calls to initiate a change in thinking: this by giving greater power to users when addressing the relevance and accuracy of internet searches, which helps in IO. However powerful search engines are, they do not process enough semantics in the moment when search queries are formulated. This research proposes a semantic selection of internet sources, through SWRL enabled OWL ontologies. the research focuses on SWT and its Stack because they (a)secure the semantic interpretation of the environments where internet searches take place and (b) guarantee reasoning that results in the selection of suitable internet sources in a particular moment of internet searches. Therefore, it is important to model the behaviour of users through OWL concepts and reason upon them in order to address IO when searching the internet. Thus, user behaviour is itemized through user preferences, perceptions and expectations from internet searches. The proposed approach in this research is a Software Engineering (SE) solution which provides computations based on the semantics of the environment stored in the ontological model