1) What kind of Topics are discussed in posts and comments of each Telco FaceBook page?
2) What is the sentiment?
3) Which posts (and comments) tend to be liked and shared (=generate Interest and reactions)?
Identifying the topics discussed in Telco subscribers posts and comments has a number of benefits. We gain a better understanding in the areas that a Telco should focus on. If we find that the topic of INTERNET is on the top list of discussions repeatedly then this is where a Telco should pay attention. If we find Network mentions to be associated with a competitor Telco repeatedly (which most likely is not good) we can choose the right time to air commercials implying that we are constantly working for better Network coverage. We can also identify how much “buzz’ was created from a new marketing campaign or a new phone offer and the sentiment associated with it.
Let’s have a look at the first type of analysis, namely Topic Detection. Using Information Extraction we identify the Topics mentioned in thousands of FaceBook posts and comments for a particular period. Here are the results :
With the chart shown above we become aware of the distribution with which Topics are discussed on all three FaceBook Pages. We do not know what is being discussed for now but we know that subscribers talked more about Internet, then Promotions (=PROMOCIJA), then Network (=MREZA) and so on.
It is very important to be confident enough to communicate to any Telco that being associated with Network mentions or any other Topic is -or is not- simply a random event.