Opinion mining of customer feedback data on the web

Authors:
Dongjoo Lee;Ok-Ran Jeong;Sang-goo Lee
Affiliations:
Seoul National University, Seoul, Republic of Korea;University of Illinois at Urbana-Champaign, Urbana, IL;Seoul National University, Seoul, Republic of Korea
Venue:
Proceedings of the 2nd international conference on Ubiquitous information management and communication
Year:
2008

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Abstract

As people leave on the Web their opinions on products and services they have used, it has become important to develop methods of (semi-)automatically classifying and gauging them. The task of analyzing such data, collectively called customer feedback data, is known as opinion mining. Opinion mining consists of several steps, and multiple techniques have been proposed for each step. In this paper, we survey and analyze various techniques that have been developed for the key tasks of opinion mining. On the basis of our survey and analysis of the techniques, we provide an overall picture of what is involved in developing a software system for opinion mining.