Share these talks and lectures with your colleagues
Invite colleaguesResearch paper
Improving messaging to airport community residents: An application of sentiment analysis to community engagement
Journal of Airport Management,
15
(3),
304-312
(2021)
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
The full article is available to subscribers to the journal.
Author's Biography
Tony Diana is the Acting Division Manager, Outreach at the US Federal Aviation Administration (FAA). He received his doctorate in policy analysis and quantitative management from the University of Maryland, Baltimore County. He is involved in the communication of progress in modernisation programmes at US airports, metroplexes and airspaces. Prior to that position, he was Division Manager, NextGen Performance in the Office of NextGen Performance and Outreach and Deputy Division Manager, Forecasting and Performance Analysis, in the Office of Aviation Policy and Plans of the FAA, where he managed the aviation system performance metrics data warehouse. At the Maryland Aviation Administration, he was involved in performance measurement and route development. Tony’s main interests are performance evaluation and benchmarking as well as the study of delay. He is a certified Lean Sigma Master Black Belt and a certified Project Management Professional.
