TY - GEN
T1 - Community Relations Management (CoRM) Analytics
T2 - 22nd International Conference on Smart Business Technologies, ICSBT 2025
AU - Almansoori, Helal
AU - Ertek, Gurdal
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.
PY - 2026
Y1 - 2026
N2 - Community Relationship Management (CoRM) in government organizations is an important aspect of developing sustainable strategies and increasing public satisfaction in cities. This study focuses on the potential applications and benefits of text analytics techniques to government entities within the context of CoRM. The application of data analytics, specifically text analytics, can enable the derivation of various types of insights, such as identifying topics and themes in community requests as term collections. Furthermore, an unsupervised learning method such as Multidimensional Scaling (MDS) can be used along with topic modeling to identify outlier terms and clusters of terms. The CoRM approach is illustrated using a case study application conducted at a government entity.
AB - Community Relationship Management (CoRM) in government organizations is an important aspect of developing sustainable strategies and increasing public satisfaction in cities. This study focuses on the potential applications and benefits of text analytics techniques to government entities within the context of CoRM. The application of data analytics, specifically text analytics, can enable the derivation of various types of insights, such as identifying topics and themes in community requests as term collections. Furthermore, an unsupervised learning method such as Multidimensional Scaling (MDS) can be used along with topic modeling to identify outlier terms and clusters of terms. The CoRM approach is illustrated using a case study application conducted at a government entity.
KW - Community Relationship Management (CoRM)
KW - Data analytics
KW - Multidimensional Scaling (MDS)
KW - Text analytics
KW - Topic modeling
UR - https://www.scopus.com/pages/publications/105021829859
UR - https://www.scopus.com/pages/publications/105021829859#tab=citedBy
U2 - 10.1007/978-3-032-08614-3_8
DO - 10.1007/978-3-032-08614-3_8
M3 - Conference contribution
AN - SCOPUS:105021829859
SN - 9783032086136
T3 - Communications in Computer and Information Science
SP - 122
EP - 136
BT - Smart Business Technologies - 22nd International Conference, ICSBT 2025, Proceedings
A2 - Emrouznejad, Ali
A2 - Hammoudi, Slimane
A2 - Wijnhoven, Fons
PB - Springer Science and Business Media Deutschland GmbH
Y2 - 11 June 2025 through 12 June 2025
ER -