Visualizing sentiments in business-customer relations with metaphors

Authors:
Guia Gali;Symon Oliver;Fanny Chevalier;Sara Diamond
Affiliations:
OCAD University, Toronto, Ontario, Canada;OCAD University, Toronto, Ontario, Canada;OCAD University & University of Toronto, Toronto, Ontario, Canada;OCAD University, Toronto, Ontario, Canada
Venue:
CHI '12 Extended Abstracts on Human Factors in Computing Systems
Year:
2012

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Abstract

This project explores how the visualization of sentiments, extracted from social media posts, can foster transparency and strengthen relations between businesses and their customers. Guided by the nature of the data and an iterative design based on our end users' feedback, we examine a variety of visualization styles and metaphors as possible directions for a common set of tools to benefit both groups of users.