A network-based concept extraction for managing customer requests in a social media care context

Web 2.0 changed everyday life in many aspects, including the whole system that orbits around the purchase of products and services. This revolution necessarily involved also companies, because customers became increasingly demanding. The diffusion of social media platforms pushed customers to prefer this channel for quickly obtaining information and feedback about what they want to buy, as well as for asking help after the selling. In this framework, many organisations adopted a new way of providing assistance known as social customer care. A direct link to companies allows customers to obtain real-time solutions. In this paper, we introduce a new strategy for automatically managing the information listed in the requests that customers send to the social media accounts of companies. Our proposal relies on the use of network techniques for extracting high-level structures from texts, highlighting the different concepts expressed into the customers’ written requests. The texts can be then organised on the basis of this new emerging information. An application to the requests sent to the AppleSupport service on Twitter shows the effectiveness of the strategy.     

创新网络中技术共同体的运作管理

使用网络分析方法,揭示了创新网络-技术联系和交融-技术协作,会出现一种技术联结体、技术整体和技术共同体的现象,基于对这种现象的分析,从共同体建设4个方面,提供了强化技术联系联结、力图驾驭这种技术共同体的着力点和方法,以提高创新成功率和创新网络素质。     

社会治理视域下公众参与档案资源建设的内涵与模式

公众参与档案资源建设既是新时代社会治理赋予的必然权利,也是公众参与社会治理的实践表征.界定社会治理视域下公众参与档案资源建设的概念内涵,厘清三者之间的互动关系,归纳总结国内外公众参与档案资源建设的既有模式,对于明确当下公众参与现状和面临的困境并针对性地提出对策具有先导意义,进而有效凸显社会治理中的公众角色和档案力量.     

专业型学生社团导师制实效性评价指标体系研究

根据专业型学生社团的性质和相应原则,构建教师指导动机、指导能力、指导行为和过程绩效以及产出绩效五个方面的评价指标,并通过问卷调查和探索性因子分析,对问卷的信度和效度进行了检验,提取了五个公因子,以各公因子的方差贡献率占累积方差贡献率的比重作为权重进行加权汇总,得出评价对象的综合得分。     

交流可见度视角下在线知识共享网络用户认知和情感研究

[目的/意义]探索不同交流可见度环境对在线知识共享网络用户认知和情感的影响,旨在推动知识共享和知识创新实践。[方法/过程]利用质性研究方法开展研究,先设计了访谈提纲,然后利用访谈法搜集数据,再利用主题分析法分析数据。[结果/结论]分析了匿名环境和实名环境对用户认知和情感的影响,识别了7个主题;分析了即时交流环境和非即时交流环境对用户认知和情感的影响,识别了5个主题;分析了一对一、多对多、大众传播、一对多交流可见度环境对用户认知和情感的影响,识别了7个主题;分析了知识搜寻行为可见/不可见的交流环境对用户认知和情感的影响,识别了4个主题。文章为在线知识共享网络用户研究提供了新视角。     

虚拟现实技术在高校教学中的应用研究

阐述了VR技术在高校教学中的优势,重点介绍了5种主流网络VR技术的性能特点和应用状况,同时论述了VR技术与教学相互促进和推动的发展趋势。     

Community Consultation in Developing Museum Projects: A Case Study Using the Repertory Grid Technique

Good community consultation is a powerful tool in developing new museum projects and exhibitions, facilitating a more effective delivery of service to a diverse public. Existing techniques for both user and community consultation are limited with front end evaluation particularly undeveloped in the sector, often providing no meaningful base by which to compare project outcomes. Tension exists between government, which values quantitative data, and researchers who argue qualitative methods are more appropriate for evaluating community projects. This article reports a pilot study using the repertory grid technique to examine a ‘socially excluded’, ethnically diverse local community's perceptions, expectations and previous experiences of similar projects, to provide a benchmark against which to compare outcomes. This research formed part of the front end evaluation for a New Deal for Community's Project run by Sheffield Galleries and Museums Trust. The repertory grid technique was developed in psychological studies as a means of understanding respondents' own world views, and is particularly helpful in working with people with poor language skills. Although this study only used the technique qualitatively, it can be used to combine both quantitative and qualitative data, providing more robust data for evidence-based policy decisions. Using the repertory grid technique, respondents were able to list both perceived and practical barriers to participation in projects. The technique also enabled them to articulate what would motivate them to become involved in future projects. The repertory grid technique has significant potential for use in community consultation and project evaluation as a means of understanding local residents' perceptions and its visual representation means that its findings can be easily understood by participants, policy-makers and practitioners.     

混沌时间序列单变量和多变量重构的预测比较

提出了多变量混沌时间序列相空间延迟重构中延迟时间间隔和嵌入维数的选取方法，给出了多变量混沌时间序列的局部平均预测法，局部线性预测法和BP神经网络预测法等3种非线性预测方法．通过Lorenz系统的仿真计算表明，无论用3种非线性预测方法中的哪一种，多变量混沌时间序列要比单变量混沌时间序列的预测误差小得多，即使前的数据长度只有后的一半，前的预测误差也要小很多．另外从预测误差最小的角度验证了多变量混沌时间序列相空间延迟重构中延迟时间间隔和嵌入维数选取方法的有效性．     

基于物联网技术的校园安防系统设计

针对校园安全突发事件增多的现象,提出了将RFID技术、无线传感器网络、ZigBee技术等物联网技术应用于校园安防管理之中,设计了包含RFID校园门禁系统、网络视频监控系统和防火报警系统等多个子系统的整体化校园安防系统,有助于各类学校进行“平安校园”、“智能校园”的建设.     

基于Tinyos的无线温湿度传感器网络系统设计和实现

集成了微机电(MEMS)系统、传感器技术、无线通信技术的无线传感器网络是一种全新的信息获取和处理方式,其应用前景非常广泛.设计和实现了无线温湿度传感器网络系统,其中包括硬件系统设计和Tinyos操作系统体系结构和应用程序的开发过程,给出了温湿度数据采集应用开发的要点.