1. Taxonomy and Social Media Social Taxonomies Tom Reamy Chief Knowledge Architect KAPS Group Program Chair – Text Analytics World Knowledge Architecture Professional Services http://www.kapsgroup.com

2. 2 Agenda  Introduction  It’s a Different World – Content and Intent  New Approaches – To Taxonomy – Text Analytics  New Applications – and Opportunities  Conclusion

3. 3 Introduction: KAPS Group  Knowledge Architecture Professional Services – Network of Consultants  Applied Theory – Faceted & emotion taxonomies, natural categories Services: – Strategy – IM & KM - Text Analytics, Social Media, Integration – Taxonomy/Text Analytics, Social Media development, consulting – Text Analytics Quick Start – Audit, Evaluation, Pilot  Partners – Smart Logic, Expert Systems, SAS, SAP, IBM, FAST, Concept Searching, Attensity, Clarabridge, Lexalytics  Clients: Genentech, Novartis, Northwestern Mutual Life, Financial Times, Hyatt, Home Depot, Harvard Business Library, British Parliament, Battelle, Amdocs, FDA, GAO, World Bank, Dept. of Transportation, etc.  Program Chair – Text Analytics World – March 29-April 1 - SF  Presentations, Articles, White Papers – www.kapsgroup.comwww.kapsgroup.com  Current – Book – Text Analytics: How to Conquer Information Overload, Get Real Value from Social Media, and Add Smart Text to Big Data

4. 4 New Content Characteristics It’s a Very Different World  Scale – orders of magnitude – 100’s of millions, Billions  Speed – 20-100 million a day  Size – Twitter, Blogs, forums, email – 140 characters to a few sentences  Quality – misspellings, lack of structure, incoherence  Conversations – not stand alone docs – Can’t tell what a “document” is about without reference to previous threads  Purpose – communicate - social grooming, rant – Not exchange of ideas, policies, etc.  Simple Content Complexity – single thoughts, simplicity of emotion

5. 5 New Content Characteristics It’s a Very Different World – Search and Taxonomy  i tried very slow, NO GOOGLE search, some apps not working.. This is not a "with GOOGLE" My friend has incredible, that is much batter.. Anyways i returned samsung, replace incredible. What's great about it: 4" LCD What's not so great: NOT A GOOGLE PHONE  (nt 2.0)willie John ci to/for: wanted to know about charges for pic mail for ;bill date 4/5/2010 | repeat: no | auth: pin | ptns affected: 7777777777 | information/instructions given: sup gave pic mail for free and gave adj for $ 2.40 new bal is $ 147.53 | any mobile, anytime: n | ir: yes | ir-email: n |

6. 6 New Content Characteristics It’s a Very Different World – Topical Current Content  Content not archived (for users)  No real need for search (or just very simple search)  Very Poor (if any) metadata – not faceted search  Focus on phrases, sentences – not documents  Little need of a subject taxonomy  About emotions, things, products, people  Who are the users? They don’t need our help  Taxonomies, we don’t need no stinking taxonomies!

7. 7 It’s a Very Different World  So why are we talking about it at a taxonomy boot camp?  Taxonomy = structure (purists can leave now)  All of this content is a rich source of research material  Companies are mining this resource and they need to add structure to get deeper understanding  Varieties of structure: – Simple topical taxonomies 2-3 levels – Emotion taxonomies, Ontologies and Semantic Networks – Dynamic taxonomies – built on public taxonomies, enterprise taxonomy – exposed in hierarchical triples.  Need more automatic / semi-automatic solutions – Advanced text analytics

8. New Kinds of Social Taxonomies  New Taxonomies – Appraisal – Appraisal Groups – Adjective and modifiers – “not very good” – Four types – Attitude, Orientation, Graduation, Polarity – Supports more subtle distinctions than positive or negative  Emotion taxonomies – Joy, Sadness, Fear, Anger, Surprise, Disgust – New Complex – pride, shame, embarrassment, love, awe – New situational/transient – confusion, concentration, skepticism  Beyond Keywords – Need Text Analytics – Analysis of phrases, multiple contexts – conditionals, oblique – Analysis of conversations – dynamic of exchange, private language – Enterprise taxonomy rolled into a categorization taxonomy 8

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11. Case Study – Categorization & Sentiment 11

12. Case Study – Categorization & Sentiment 12

13. Taxonomy and Social Media: Applications New Range of Applications  Real Sentiment Analysis - Limited value of Positive and Negative – Degrees of intensity, complexity of emotions and documents – Contextual rules – “I would have loved X except for the battery”  Expertise Analysis – Experts think & write differently – process, chunks – Categorization rules for documents, authors, communities  Behavior Prediction–TA and Predictive Analytics, Social Analytics  Crowd Sourcing – technical support to Wiki’s  Political – conservative and liberal minds/texts – Disgust, shame, cooperation, openness 13

14. 14 Taxonomy and Social Media: Applications Pronoun Analysis: Fraud Detection; Enron Emails  Patterns of “Function” words reveal wide range of insights  Function words = pronouns, articles, prepositions, conjunctions, etc. – Used at a high rate, short and hard to detect, very social, processed in the brain differently than content words  Areas: sex, age, power-status, personality – individuals and groups  Lying / Fraud detection: Documents with lies have – Fewer and shorter words, fewer conjunctions, more positive emotion words – More use of “if, any, those, he, she, they, you”, less “I” – More social and causal words, more discrepancy words  Current research – 76% accuracy in some contexts  Text Analytics can improve accuracy and utilize new sources

15. 15 Taxonomy and Social Media: Applications Behavior Prediction – Telecom Customer Service  Basic Rule – (START_20, (AND, – (DIST_7,"[cancel]", "[cancel-what-cust]"), – (NOT,(DIST_10, "[cancel]", (OR, "[one-line]", "[restore]", “[if]”)))))  Examples: – customer called to say he will cancell his account if the does not stop receiving a call from the ad agency. – cci and is upset that he has the asl charge and wants it off or her is going to cancel his act – ask about the contract expiration date as she wanted to cxl teh acct  Combine sophisticated rules with sentiment statistical training and Predictive Analytics and behavior monitoring

16. 16 Taxonomy, Text Analytics, and Social Media Conclusions  Social Media is a Different World – Content, Scale, Questions  New Types of Taxonomy – Smaller, more dynamic subject taxonomies – Appraisal, Emotion, Things, Motivations, Actions, etc.  Taxonomists – Time to Explore new structures – Ontologies, semantic networks, all of above  Text Analytics – needs good taxonomy design – levels, etc. – Adds a platform – flexible and powerful auto-tagging,  Result: New Types of Applications – Stand alone and with standard search/taxonomy – Merge data and text, external and internal

17. Questions? Tom Reamy tomr@kapsgroup.com KAPS Group Knowledge Architecture Professional Services http://www.kapsgroup.com