Improving messaging to airport community residents: An application of sentiment analysis to community engagement

Tony Diana
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Tony Diana: Manager of the Outreach Division at Federal Aviation Administration, NextGen Collaboration and Messaging Office, USA

Journal of Airport Management, 2021, vol. 15, issue 3, 304-312

Abstract: Natural Language Processing has made significant progress over the last decades with the development of open-source software and dedicated libraries. Sentiment analysis has become a best practice in both private and public organisations. While airports have utilised sentiment analysis to assess their image and level of service, it has not been extensively used as a tool to be proactive when airport operators engage community residents. This analysis shows how sentiment analysis can be used to anticipate residents’ attitudes based on changes in key operational factors.

Keywords: sentiment analysis; Natural Language Processing; community engagement (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2021
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