面向信息弱势群体的电子公共服务网络评论观点挖掘与诉求主题分析  

Opinion Mining and Appeal Theme Analysis of Electronic Public Service Network Reviews for Information Vulnerable Groups

作　　者：王宇琪 周庆山[1] 赵菲菲 Wang Yuqi;Zhou Qingshan;Zhao Feifei(Department of Information Management,Peking University,Beijing,100871;State Key Laboratory of Management and Control for Complex Systems,Institute of Automation,Chinese Academy of Sciences,Beijing,100190)

机构地区：[1]北京大学信息管理系,北京100871 [2]中国科学院自动化研究所复杂系统管理与控制国家重点实验室,北京100190

出　　处：《情报资料工作》2023年第4期77-84,共8页Information and Documentation Services

基　　金：国家社会科学基金项目“信息弱势群体电子公共服务利用障碍及援助机制研究”(批准号:20BTQ079)的研究成果之一。

摘　　要：[目的/意义]随着电子政务与数智技术的融合发展,电子公共服务日益成为公众获取公共服务的核心路径,与此同时,也给信息弱势群体,如老年人、残疾人等群体带来不少障碍。以往这一研究多从问卷调查、访谈等小样本入手研究弱势群体自身诉求,利用数据挖掘分析网民评论研究信息弱势群体的电子公共服务利用问题极少。文章将根据网络评论数据挖掘网民观点和诉求主题,并提出缓解信息弱势群体利用电子公共服务障碍的相应对策和建议。[方法/过程]文章对主流媒体报道有关话题新闻进行采集,通过聚类算法进行热点事件/话题判定,针对相关事件/话题网页链接定向采集所有网民评论信息。构建面向网络评论观点识别和情感判别方法实现评论观点倾向分析,并对评论中的诉求表达进行主题编码。[结果/结论]信息弱势群体利用电子公共服务评论诉求主题包含了信息素养、社会支持、技术交互及政策援助4个方面,据此提出了完善相关服务的对策及建议。[Purpose/significance]With the integrating development of e-government and the digital intelligence technology,evaluation of electronic public services is increasingly becoming the core path of public access to public services.At the same time,it also brings many obstacles to the information vulnerable groups such as the elderly and the disabled.The existing researches mostly studied the demands of vulnerable groups from small samples such as questionnaire survey and interview,rarely used text mining to analyze online users'reviews on the utilization of electronic public services of vulnerable groups.This paper will explore the opinion and appeals according to the online comment data,and put forward corresponding suggestions to alleviate the obstacles of information vulnerable groups using electronic public services.[Method/process]This paper collects the related topic news from mainstream media,obtain hot events/topics by clustering algorithms,and collects all reviews according to the web links of specific events.A method of opinion mining and sentiment analysis for online reviews was constructed to analyze the opinion orientation,and the topic encoding of the appeal expression in reviews was carried out.[Result/conclusion]The theme of appeal topics of information vulnerable groups using electronic public services includes information literacy,social support,technology interaction,and policy assistance.According to this,we further propose relevant suggestions to improve the information services.

关 键 词：信息弱势群体 电子公共服务 观点挖掘 诉求主题分析 

分 类 号：G353.1[文化科学—情报学]