Comparative analysis of Mechanisms for Categorization and Moderation of User Generated Text Contents on a Social E-Governance Forum

This paper presents a comparative analysis of two mechanisms for an automated categorization and moderation of User Generated Text Contents (UGTCs) on a social e-governance forum. Posts on the forum are categorized into “relevant”, “irrelevant but interesting” and “must be removed”. Relevant posts are those posts that are capable of supporting government decisions; irrelevant but interesting category consists of posts that are not relevant but can entertain or enlighten other users; must be removed posts consists of abusive or obscene posts. Two classifiers, Support Vector Machine (SVM) with One-Vs-The-Rest technique and Multinomial Naive Bayes were trained, evaluated and compared using Scikit-learn. The results show that SVM with an accuracy score of 96% on test set performs better than Naive Bayes with 88.6% accuracy score on the same test set

UNDERSTANDING CONSUMER TRUST IN SOCIAL COMMERCE WEBSITES

The social commerce represents a new form of electronic commerce mediated by social networking sites. It provides companies with competitive tools for online promotion, and it also assists consumers to make better-informed purchasing decisions based on the sharing of experiences from other consumers. Trust is important in social commerce environment as it serves as a foundation for consumers to evaluate product information from companies as well as from other consumers. However, extant literature still lacks clear understanding of the nature of trust in social commerce. This study sets out to understand trust development in social commerce websites. Specifically, based on trust transference theory, we develop a research model to examine how consumer trust in social commerce impacts their trust in the company and their electronic word of mouth intention. In addition, we also examine how customers’ prior transaction experience with a company could impact their social commerce trust development and serve as a mediator in the trust transfer process. The research model is empirically examined using a survey method consisting of 375 users of a social commerce website. This study contributes to the conceptual and empirical understanding of trust in social commerce. The academic and practical implications of this study are also discussed

Friends with benefits : can firms benefit from consumers’ sense of community in brand Facebook pages?

PURPOSE : This two-country comparative study’s purpose is to investigate antecedents to, and the consequences of a sense of belonging to a firm’s Facebook community. DESIGN/METHODOLOGY/APPROACH : The model was grounded in the theory of sense of community and tested through structural equation modelling. Consumer panels were used via online surveys. FINDINGS : Of the three antecedents hypothesised to influence an individual’s sense of belonging, enjoyment is a very strong predictor in both countries; while the credibility of posts was also a significant predictor for Australia, but not for South Africa. The findings also show no direct relationship between a sense of belonging and continuing behaviour. However, for both countries, there is a strong relationship between a sense of belonging and the involvement with firm offerings in Facebook; and that involvement is significant for the intention to continue engaging with firms through this social media environment. RESEARCH LIMITATIONS/IMPLICATIONS : The findings support the framing of the study, in the sense of community theory and enhance researchers’ understanding of the role of a sense of belonging in moving visitors from simply clicking “like” to a deeper sense of engagement with the firm’s social media community and the flow-on effect to managerial relevant outcomes. ORIGINALITY/VALUE : The model is developed from the theory of sense of belonging, thus providing a fresh perspective to this research context. Additionally, there is limited research into the psycho-social antecedents and the outcomes of consumers’ sense of belonging to a firm’s Facebook community.http://www.emeraldinsight.com/loi/ebrhj2020Marketing Managemen

ThisCollegeStory.com: How Interactive Writing Media Influenced the Way First-Year Students Made Sense of their College Transition

Drawing on insights from Bakhtin (1986) that demonstrated the significance of writing as an interaction, and building on recent developments in narrative analysis that offer insights into narrator’s sense making processes (Daiute, 2014; Lucic, 2013); this research explores how freshmen in an educational opportunity program used interactive writing media to make sense of their transition to college. The exploration involved three main questions and each question concerns students’ development over time: First, did college students’ writing in two different media (blogs and word-processed text) differ and did these differences change over time? Second, how did the narrators and audience interact and specifically why did some blog posts receive more comments than others and how did commenting patterns change over time? Third, how did the linguistic trends detailed in questions one and two play out for individual students and over time? The implications of each of these questions are then explored in terms of understanding how the interactive potential of the media influenced students’ psychological development over the first six months in college. Analyses indicated the bloggers were motivated by the interactive community of peer readers, as evidenced by greater rates of cognitive expression and intensity in their writing over time than students who word-processed. Writers use intensifying language to communicate emphasis and call attention to their psychological states, which comprise both cognitive and emotional expressions (Daiute, 2014). Interestingly, peer readers made more comments on blog posts with high levels of intensifying language and psychological state words. Finally, a detailed comparison of writing by three students suggests that the students who blogged not only used greater rates but also greater varieties of intensifying language. Students in both media used traditional intensifying language such as “really” and “very”. However, the bloggers used greater varieties of intensifying techniques including creative punctuation, such as multiple exclamation points, strings of capital letters, and emoticons. These results demonstrate the multiple ways that the media influenced students’ thinking processes in writing over time. These findings extend the current understanding of narrator-audience relationships by demonstrating that the potential for narrator-audience interactivity in a given writing medium influences narrators’ use of writing for sense making over time. The ways that students’ writing changed over time and by media indicate how the activity influenced students’ psychological development during their transition to college. In addition, the features of the blog allowed students to develop a culture of commenting within the digital college community. Future work may consider how media with different features may contribute to differences in student writing and psychological development. This contribution has relevance for the design of university writing programs within and beyond the program of study. Practitioners will find these results particularly significant as they show that the interactive blog allowed students to develop a supportive digital community as they transitioned to college. I plan to build upon the current findings, and continue my collaboration with the program of study and the office of assessment, to explore if first year retention rates and GPA differed for students who blogged as compared to those who word processed about their transition. The current findings have significance for scholars seeking to understand connections between interactive media, writing processes, and audience, and for college programs across the U.S. that provide support for low-income freshmen

An investigation into how social media consumer engagement can be used by e-SME brands to develop trust and build brand reputation, with new and existing customers.

Social media is an ideal environment for online small to medium sized enterprises (e-SMEs) to build and develop brand communities. However, there is currently limited research investigating how initial and continual consumer trust is formed through this type of engagement for new and existing e-SME customers. Conducted from three data sets (an e-SME social media netnography, key informant and consumer interviews) this thesis investigates this issue by developing a framework highlighting how engagement within social media brand communities can influence e-SME brand trust. The findings identify eight core trust themes which positively influence initial and continual consumer trust, expanding the existing online consumer trust literature. The increasing role of engagement is also investigated with strategic avenues identified, as well as the influential effect engagement can have on loyalty and trust. This thesis also investigates how e-SMEs can identify business value from the use of social media and increase corporate reputation through social media brand communities. Business value through social media brand community engagement is found to lie primarily in the lasting relationships developed and trust created for consumers. This thesis provides an important contribution to knowledge by increasing the theoretical and managerial understanding of social media brand community engagement for e-SMEs, and how the effects of such engagement can influence consumer trust and reputation