Opinions that matter: the hybridization of opinion and reputation measurement in social media listening software

Abstract

<jats:p> Since the 2000s, numerous start-ups and agencies have argued for the necessity of analyzing social media data to ‘know what people think’, as they are deemed to provide access to spontaneous expression of thoughts, tastes, and representations. How do these actors, and the various types of knowledge and technology they draw upon, change the way we know and act upon people’s opinions? This article offers insight on these understudied actors, by describing the emergence in France of a market for measuring online opinion. It shows two distinct trajectories of innovation, and the key role played by the early clients of these companies and by the demand for tools for online reputation management in the shaping of these instruments, and the definition of epistemic value. Both approaches of online opinion break with the classical egalitarian conception of public opinion. They instead conceive opinion as a mediated and collective process in which not all opinions have an equal value. </jats:p>

Examining reputation from a communication perspective: A systematic review

“…Con respecto a las tendencias modernas en la investigación de la reputación referentes a los géneros y plataformas de los medios, con más frecuencia se utilizan y se analizan los medios sociales y digitales, lo que explica el gran número de artículos de reputación publicados en los últimos años sobre la reputación en línea y digital. Tal hallazgo es coherente con la literatura en este campo de estudio sobre reputación online y los efectos de las tecnologías digitales (Cobos-Urbina, 2021;Dudzic, 2018;Duffy & Chan, 2019;Kotras, 2020).…”

Early Adopters to Early Majority - What's Driving the Artificial Intelligence and Machine Learning Powered Transformation in Financial Services?

“…Also, there are several other functional applications in Insurance beginning to evolve or already made headway in using AI and ML to their benefit. Telematics, Automated Investment Advisory, Text analysis, and Natural language processing, and Recommender systems based on Sales data, Social media data (Kotras, 2020) are some of the use-cases akin to this evolution. Studies reveal that about one-third of European Insurance carriers use Machine Learning in their operations for more efficient and data-driven decision making (OECD, 2020)…”

Using Social Media Listening in Crisis Communication and Management: New Methods and Practices for Looking into Crises

“…Moreover, the current article may be useful for further research as it brings together predictive models of crisis communication and management [3,6,7] and efforts made to read threats that may turn into crisis with means, practices and usage of social media listening tools. In this manner, it will be possible to detect not only visibility and media coverage (by observing the volume of conversations) but also the themes they revolve around [4,13,18]. The relevance of these themes rather than the number of negative comments is currently explored as being an indicator for a probable cause of crisis.…”

“…The current landscape in media monitoring and listening is defined by increased technical capabilities for gathering and processing larger amounts of data [16][17][18] and a growing appeal in establishing media listening routines [19]. As it is often the case in (digital) public relations, the practice is closely interwoven with ongoing conversations on ethics [20,21] and on the relation between practice and theory [22].…”