Identifying Emotions in Social Media: Comparison of Word-emotion lexica

In recent years, emotions expressed in social media messages have become a vivid research topic due to their influence on the spread of misinformation and online radicalization over online social networks. Thus, it is important to correctly identify emotions in order to make inferences from social media messages. In this paper, we report on the performance of three publicly available word-emotion lexicons (NRC, DepecheMood, EmoSenticNet) over a set of Facebook and Twitter messages. To this end, we designed and implemented an algorithm that applies natural language processing (NLP) techniques along with a number of heuristics that reflect the way humans naturally assess emotions in written texts. In order to evaluate the appropriateness of the obtained emotion scores, we conducted a questionnaire-based survey with human raters. Our results show that there are noticeable differences between the performance of the lexicons as well as with respect to emotion scores the human raters provided in our surve

The Neurocognitive Process of Digital Radicalization: A Theoretical Model and Analytical Framework

Recent studies suggest that empathy induced by narrative messages can effectively facilitate persuasion and reduce psychological reactance. Although limited, emerging research on the etiology of radical political behavior has begun to explore the role of narratives in shaping an individual’s beliefs, attitudes, and intentions that culminate in radicalization. The existing studies focus exclusively on the influence of narrative persuasion on an individual, but they overlook the necessity of empathy and that in the absence of empathy, persuasion is not salient. We argue that terrorist organizations are strategic in cultivating empathetic-persuasive messages using audiovisual materials, and disseminating their message within the digital medium. Therefore, in this paper we propose a theoretical model and analytical framework capable of helping us better understand the neurocognitive process of digital radicalization

An architecture for the automated detection of textual indicators of reflection

Manual annotation of evidence of reflection expressed in texts is time consuming, especially as fine-grained models of reflection require extensive training of coders, otherwise resulting in low inter-coder reliability. Automated reflection detection provides a solution to this problem. Within this paper, a new basic architecture for detecting evidence of reflection is proposed that allows for automated marking up of written accounts of certain, observable elements of reflection. Furthermore, three promising example annotators of elements of reflection are identified, implemented, and demonstrated: detecting reflective keywords, premise and conclusions of arguments, and questions. It appears that automated detection of reflections bears the potential to support learning with technology at least on three levels: it can foster creating awareness of the reflectivity of own writings, it can help in becoming aware of reflective writings of others, and it can make visible reflective writings of learning networks as a whole

ELICA: An Automated Tool for Dynamic Extraction of Requirements Relevant Information

Requirements elicitation requires extensive knowledge and deep understanding of the problem domain where the final system will be situated. However, in many software development projects, analysts are required to elicit the requirements from an unfamiliar domain, which often causes communication barriers between analysts and stakeholders. In this paper, we propose a requirements ELICitation Aid tool (ELICA) to help analysts better understand the target application domain by dynamic extraction and labeling of requirements-relevant knowledge. To extract the relevant terms, we leverage the flexibility and power of Weighted Finite State Transducers (WFSTs) in dynamic modeling of natural language processing tasks. In addition to the information conveyed through text, ELICA captures and processes non-linguistic information about the intention of speakers such as their confidence level, analytical tone, and emotions. The extracted information is made available to the analysts as a set of labeled snippets with highlighted relevant terms which can also be exported as an artifact of the Requirements Engineering (RE) process. The application and usefulness of ELICA are demonstrated through a case study. This study shows how pre-existing relevant information about the application domain and the information captured during an elicitation meeting, such as the conversation and stakeholders' intentions, can be captured and used to support analysts achieving their tasks.Comment: 2018 IEEE 26th International Requirements Engineering Conference Workshop

Exploiting multimedia in creating and analysing multimedia Web archives

The data contained on the web and the social web are inherently multimedia and consist of a mixture of textual, visual and audio modalities. Community memories embodied on the web and social web contain a rich mixture of data from these modalities. In many ways, the web is the greatest resource ever created by human-kind. However, due to the dynamic and distributed nature of the web, its content changes, appears and disappears on a daily basis. Web archiving provides a way of capturing snapshots of (parts of) the web for preservation and future analysis. This paper provides an overview of techniques we have developed within the context of the EU funded ARCOMEM (ARchiving COmmunity MEMories) project to allow multimedia web content to be leveraged during the archival process and for post-archival analysis. Through a set of use cases, we explore several practical applications of multimedia analytics within the realm of web archiving, web archive analysis and multimedia data on the web in general

"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this work, we develop a novel taxonomy of fine-grained "dialogue acts" frequently observed in customer service, showcasing acts that are more suited to the domain than the more generic existing taxonomies. Using a sequential SVM-HMM model, we model conversation flow, predicting the dialogue act of a given turn in real-time. We characterize differences between customer and agent behavior in Twitter customer service conversations, and investigate the effect of testing our system on different customer service industries. Finally, we use a data-driven approach to predict important conversation outcomes: customer satisfaction, customer frustration, and overall problem resolution. We show that the type and location of certain dialogue acts in a conversation have a significant effect on the probability of desirable and undesirable outcomes, and present actionable rules based on our findings. The patterns and rules we derive can be used as guidelines for outcome-driven automated customer service platforms.Comment: 13 pages, 6 figures, IUI 201

Measuring Emotions in the COVID-19 Real World Worry Dataset

The COVID-19 pandemic is having a dramatic impact on societies and economies around the world. With various measures of lockdowns and social distancing in place, it becomes important to understand emotional responses on a large scale. In this paper, we present the first ground truth dataset of emotional responses to COVID-19. We asked participants to indicate their emotions and express these in text. This resulted in the Real World Worry Dataset of 5,000 texts (2,500 short + 2,500 long texts). Our analyses suggest that emotional responses correlated with linguistic measures. Topic modeling further revealed that people in the UK worry about their family and the economic situation. Tweet-sized texts functioned as a call for solidarity, while longer texts shed light on worries and concerns. Using predictive modeling approaches, we were able to approximate the emotional responses of participants from text within 14% of their actual value. We encourage others to use the dataset and improve how we can use automated methods to learn about emotional responses and worries about an urgent problem.Comment: Accepted to ACL 2020 COVID-19 worksho