While many apps include built-in options to report bugs or request features, users still provide an increasing amount of feedback via social media, like Twitter. Compared to traditional issue trackers, the reporting process in social media is unstructured and the feedback often lacks basic context information, such as the app version or the device concerned when experiencing the issue. To make this feedback actionable to developers, support teams engage in recurring, effortful conversations with app users to clarify missing context items. This paper introduces a simple approach that accurately extracts basic context information from unstructured, informal user feedback on mobile apps, including the platform, device, app version, and system version. Evaluated against a truthset of 3014 tweets from official Twitter support accounts of the 3 popular apps Netflix, Snapchat, and Spotify, our approach achieved precisions from 81 to 99 and recalls from 86 to 98 for the different context item types. Combined with a chatbot that automatically requests missing context items from reporting users, our approach aims at auto-populating issue trackers with structured bug reports.
Research found that especially non-technical end-users are more likely to express their opinions on social networks, such as Twitter @cite_21 . Several studies have identified Twitter as an important source for crowd-based requirements engineering and software evolution @cite_43 @cite_37 @cite_4 . Similar to app reviews, tweets contain important information, such as feature requests or bug reports. By performing a survey with software engineering practitioners and researchers @cite_35 underlined the need for automatic analysis techniques to, e.g., summarize, classify, and prioritize tweets. The authors highlight that a manual analysis of the tweets is unfeasible due to its quantity, unstructured nature, and varying quality. @cite_43 found that tweets provide additional requirements-related information. Compared to app reviews, by mining tweets the authors extracted @math 22 authors have used tweets to crowdsource app features @cite_5 , to support release decisions @cite_14 , to categorize and summarize technical information included in tweets @cite_1 , or to rank the reported issues @cite_26 . These studies enforce the relevance of our approach.
@cite_35 @cite_37 @cite_14 @cite_4 @cite_26 @cite_21 @cite_1 @cite_43 @cite_5
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Twitter enables large populations of end-users of software to publicly share their experiences and concerns about software systems in the form of micro-blogs. Such data can be collected and classified to help software developers infer users' needs, detect bugs in their code, and plan for future releases of their systems. However, automatically capturing, classifying, and presenting useful tweets is not a trivial task. Challenges stem from the scale of the data available, its unique format, diverse nature, and high percentage of irrelevant information and spam. Motivated by these challenges, this paper reports on a three-fold study that is aimed at leveraging Twitter as a main source of software user requirements. The main objective is to enable a responsive, interactive, and adaptive data-driven requirements engineering process. Our analysis is conducted using 4,000 tweets collected from the Twitter feeds of 10 software systems sampled from a broad range of application domains. The results reveal that around 50 of collected tweets contain useful technical information. The results also show that text classifiers such as Support Vector Machines and Naive Bayes can be very effective in capturing and categorizing technically informative tweets. Additionally, the paper describes and evaluates multiple summarization strategies for generating meaningful summaries of informative software-relevant tweets. Twitter messages (tweets) contain important information for software and requirements evolution, such as feature requests, bug reports and feature shortcoming descriptions. For this reason, Twitter is an important source for crowd-based requirements engineering and software evolution. However, a manual analysis of this information is unfeasible due to the large number of tweets, its unstructured nature and varying quality. Therefore, automatic analysis techniques are needed for, e.g., summarizing, classifying and prioritizing tweets. In this work we present a survey with 84 software engineering practitioners and researchers that studies the tweet attributes that are most telling of tweet priority when performing software evolution tasks. We believe that our results can be used to implement mechanisms for prioritizing user feedback with social components. Thus, it can be helpful for enhancing crowd-based requirements engineering and software evolution. When encountering an issue, technical users (e.g., developers) usually file the issue report to the issue tracking systems. But non-technical end-users are more likely to express their opinions on social network platforms, such as Twitter. For software systems (e.g., Firefox and Chrome) that have a high exposure to millions of non-technical end-users, it is important to monitor and solve issues observed by a large user base. The widely used micro-blogging site (i.e., Twitter) has millions of active users. Therefore, it can provide instant feedback on products to the developers. In this paper, we investigate whether social networks (i.e., Twitter) can improve the bug fixing process by analyzing the short messages posted by end-users on Twitter (i.e., tweets). We propose an approach to remove noisy tweets, and map the remaining tweets to bug reports. We conduct an empirical study to investigate the usefulness of Twitter in the bug fixing process. We choose two widely adopted browsers (i.e., Firefox and Chrome) that are also large and rapidly released software systems. We find that issue reports are not treated differently regardless whether users tweet about the issue or not, except that Firefox developers tend to label an issue as more severe if users tweet about it. The feedback from Firefox contributors confirms that the tweets are not currently leveraged in the bug fixing process, due to the challenges associated to discovering bugs through Twitter. Moreover, we observe that many issues are posted on Twitter earlier than on issue tracking systems. More specifically, at least one third of issues could have been reported to developers 8.2 days and 7.6 days earlier in Firefox and Chrome, respectively. In conclusion, tweets are useful in providing earlier acknowledgment of issues, which developers can potentially use to focus their efforts on the issues impacting a large user-base. The rise in popularity of mobile devices has led to a parallel growth in the size of the app store market, intriguing several research studies and commercial platforms on mining app stores. App store reviews are used to analyze different aspects of app development and evolution. However, app users’ feedback does not only exist on the app store. In fact, despite the large quantity of posts that are made daily on social media, the importance and value that these discussions provide remain mostly unused in the context of mobile app development. In this paper, we study how Twitter can provide complementary information to support mobile app development. By analyzing a total of 30,793 apps over a period of six weeks, we found strong correlations between the number of reviews and tweets for most apps. Moreover, through applying machine learning classifiers, topic modeling and subsequent crowd-sourcing, we successfully mined 22.4 additional feature requests and 12.89 additional bug reports from Twitter. We also found that 52.1 of all feature requests and bug reports were discussed on both tweets and reviews. In addition to finding common and unique information from Twitter and the app store, sentiment and content analysis were also performed for 70 randomly selected apps. From this, we found that tweets provided more critical and objective views on apps than reviews from the app store. These results show that app store review mining is indeed not enough; other information sources ultimately provide added value and information for app developers. As an information delivering platform, Twitter collects millions of tweets every day. However, some users, especially new users, often find it difficult to understand trending topics in Twitter when confronting the overwhelming and unorganized tweets. Existing work has attempted to provide a short snippet to explain a topic, but this only provides limited benefits and cannot satisfy the users' expectations. In this paper, we propose a new summarization task, namely sequential summarization, which aims to provide a serial of chronologically ordered short sub-summaries for a trending topic in order to provide a complete story about the development of the topic while retaining the order of information presentation. Different from the traditional summarization task, the numbers of sub-summaries for different topics are not fixed. Two approaches, i.e., stream-based and semantic-based approaches, are developed to detect the important subtopics within a trending topic. Then a short sub-summary is generated for each subtopic. In addition, we propose three new measures to evaluate the position-aware coverage, sequential novelty and sequence correlation of the system-generated summaries. The experimental results based on the proposed evaluation criteria have demonstrated the effectiveness of the proposed approaches. Twitter is one of the most popular social networks. Previous research found that users employ Twitter to communicate about software applications via short messages, commonly referred to as tweets, and that these tweets can be useful for requirements engineering and software evolution. However, due to their large number---in the range of thousands per day for popular applications---a manual analysis is unfeasible.In this work we present ALERTme, an approach to automatically classify, group and rank tweets about software applications. We apply machine learning techniques for automatically classifying tweets requesting improvements, topic modeling for grouping semantically related tweets and a weighted function for ranking tweets according to specific attributes, such as content category, sentiment and number of retweets. We ran our approach on 68,108 collected tweets from three software applications and compared its results against software practitioners' judgement. Our results show that ALERTme is an effective approach for filtering, summarizing and ranking tweets about software applications. ALERTme enables the exploitation of Twitter as a feedback channel for information relevant to software evolution, including end-user requirements. As a tremendous number of mobile applications (apps) are readily available, users have difficulty in identifying apps that are relevant to their interests. Recommender systems that depend on previous user ratings (i.e., collaborative filtering, or CF) can address this problem for apps that have sufficient ratings from past users. But for apps that are newly released, CF does not have any user ratings to base recommendations on, which leads to the cold-start problem. In this paper, we describe a method that accounts for nascent information culled from Twitter to provide relevant recommendation in such cold-start situations. We use Twitter handles to access an app's Twitter account and extract the IDs of their Twitter-followers. We create pseudo-documents that contain the IDs of Twitter users interested in an app and then apply latent Dirichlet allocation to generate latent groups. At test time, a target user seeking recommendations is mapped to these latent groups. By using the transitive relationship of latent groups to apps, we estimate the probability of the user liking the app. We show that by incorporating information from Twitter, our approach overcomes the difficulty of cold-start app recommendation and significantly outperforms other state-of-the-art recommendation techniques by up to 33 . Twitter is now used to distribute substantive content such as breaking news, increasing the importance of assessing the credibility of tweets. As users increasingly access tweets through search, they have less information on which to base credibility judgments as compared to consuming content from direct social network connections. We present survey results regarding users' perceptions of tweet credibility. We find a disparity between features users consider relevant to credibility assessment and those currently revealed by search engines. We then conducted two experiments in which we systematically manipulated several features of tweets to assess their impact on credibility ratings. We show that users are poor judges of truthfulness based on content alone, and instead are influenced by heuristics such as user name when making credibility assessments. Based on these findings, we discuss strategies tweet authors can use to enhance their credibility with readers (and strategies astute readers should be aware of!). We propose design improvements for displaying social search results so as to better convey credibility. Twitter has become a significant means by which people communicate with the world and describe their current activities, opinions and status in short text snippets. Tweets can be analyzed automatically in order to derive much potential information such as, interesting topics, social influence, user’s communities, etc. Community extraction within social networks has been a focus of recent work in several areas. Different from the most community discovery methods focused on the relations between users, we aim to derive user’s communities based on common topics from user’s tweets. For instance, if two users always talk about politic in their tweets, thus they can be grouped in the same community which is related to politic topic. To achieve this goal, we propose a new approach called CETD: Community Extraction based on Topic-Driven-Model. This approach combines our proposed model used to detect topics of the user’s tweets based on a semantic taxonomy together with a community extraction method based on the hierarchical clustering technique. Our experimentation on the proposed approach shows the relevant of the users communities extracted based on their common topics and domains. Twitter is a major forum for rapid dissemination of user-provided content in real time. As such, a large proportion of the information it contains is not particularly relevant to many users and in fact is perceived as unwanted 'noise' by many. There has been increased research interest in predicting whether tweets are relevant, newsworthy or credible, using a variety of models and methods. In this paper, we focus on an analysis that highlights the utility of the individual features in Twitter such as hash tags, retweets and mentions for predicting credibility. We first describe a context-based evaluation of the utility of a set of features for predicting manually provided credibility assessments on a corpus of microblog tweets. This is followed by an evaluation of the distribution presence of each feature across 8 diverse crawls of tweet data. Last, an analysis of feature distribution across dyadic pairs of tweets and retweet chains of various lengths is described. Our results show that the best indicators of credibility include URLs, mentions, retweets and tweet length and that features occur more prominently in data describing emergency and unrest situations. We are interested in organizing a continuous stream of sparse and noisy texts, known as "tweets", in real time into an ontology of hundreds of topics with measurable and stringently high precision. This inference is performed over a full-scale stream of Twitter data, whose statistical distribution evolves rapidly over time. The implementation in an industrial setting with the potential of affecting and being visible to real users made it necessary to overcome a host of practical challenges. We present a spectrum of topic modeling techniques that contribute to a deployed system. These include non-topical tweet detection, automatic labeled data acquisition, evaluation with human computation, diagnostic and corrective learning and, most importantly, high-precision topic inference. The latter represents a novel two-stage training algorithm for tweet text classification and a close-loop inference mechanism for combining texts with additional sources of information. The resulting system achieves 93 precision at substantial overall coverage. App Stores, such as Google Play or the Apple Store, allow users to provide feedback on apps by posting review comments and giving star ratings. These platforms constitute a useful electronic mean in which application developers and users can productively exchange information about apps. Previous research showed that users feedback contains usage scenarios, bug reports and feature requests, that can help app developers to accomplish software maintenance and evolution tasks. However, in the case of the most popular apps, the large amount of received feedback, its unstructured nature and varying quality can make the identification of useful user feedback a very challenging task. In this paper we present a taxonomy to classify app reviews into categories relevant to software maintenance and evolution, as well as an approach that merges three techniques: (1) Natural Language Processing, (2) Text Analysis and (3) Sentiment Analysis to automatically classify app reviews into the proposed categories. We show that the combined use of these techniques allows to achieve better results (a precision of 75 and a recall of 74 ) than results obtained using each technique individually (precision of 70 and a recall of 67 ). In information networks where users send messages to one another, the issue of information overload naturally arises: which are the most important messages? In this paper we study the problem of understanding the importance of messages in Twitter. We approach this problem in two stages. First, we perform an extensive characterization of a very large Twitter dataset which includes all users, social relations, and messages posted from the beginning of the service up to August 2009. We show evidence that information overload is present: users sometimes have to search through hundreds of messages to find those that are interesting to reply or retweet. We then identify factors that influence user response or retweet probability: previous responses to the same tweeter, the tweeter's sending rate, the age and some basic text elements of the tweet. In our second stage, we show that some of these factors can be used to improve the presentation order of tweets to the user. First, by inspecting user activity over time, we construct a simple on-off model of user behavior that allows us to infer when a user is actively using Twitter. Then, we explore two methods from machine learning for ranking tweets: a Naive Bayes predictor and a Support Vector Machine classifier. We show that it is possible to reorder tweets to increase the fraction of replied or retweeted messages appearing in the first p positions of the list by as much as 50-60 . We propose a supervised model for expanding an opinion lexicon for Twitter.We combine automatically annotated tweets with existing hand-made opinion lexicons.We use POS tags and associations between words and sentiment as word-level features.Expanded words are mapped to a positive, negative, and neutral distribution.We outperform the performance obtained by using PMI semantic orientation alone. Opinion lexicons, which are lists of terms labeled by sentiment, are widely used resources to support automatic sentiment analysis of textual passages. However, existing resources of this type exhibit some limitations when applied to social media messages such as tweets (posts in Twitter), because they are unable to capture the diversity of informal expressions commonly found in this type of media.In this article, we present a method that combines information from automatically annotated tweets and existing hand-made opinion lexicons to expand an opinion lexicon in a supervised fashion. The expanded lexicon contains part-of-speech (POS) disambiguated entries with a probability distribution for positive, negative, and neutral polarity classes, similarly to SentiWordNet.To obtain this distribution using machine learning, we propose word-level attributes based on (a) the morphological information conveyed by POS tags and (b) associations between words and the sentiment expressed in the tweets that contain them. We consider tweets with both hard and soft sentiment labels. The sentiment associations are modeled in two different ways: using point-wise-mutual-information semantic orientation (PMI-SO), and using stochastic gradient descent semantic orientation (SGD-SO), which learns a linear relationship between words and sentiment. The training dataset is labeled by a seed lexicon formed by combining multiple hand-annotated lexicons.Our experimental results show that our method outperforms the three-dimensional word-level polarity classification performance obtained by using PMI-SO alone. This is significant because PMI-SO is a state-of-the-art measure for establishing world-level sentiment. Additionally, we show that lexicons created with our method achieve significant improvements over SentiWordNet for classifying tweets into polarity classes, and also outperform SentiStrength in the majority of the experiments. Twitter has brought much attention recently as a hot research topic in the domain of sentiment analysis. Training sentiment classifiers from tweets data often faces the data sparsity problem partly due to the large variety of short and irregular forms introduced to tweets because of the 140-character limit. In this work we propose using two different sets of features to alleviate the data sparseness problem. One is the semantic feature set where we extract semantically hidden concepts from tweets and then incorporate them into classifier training through interpolation. Another is the sentiment-topic feature set where we extract latent topics and the associated topic sentiment from tweets, then augment the original feature space with these sentiment-topics. Experimental results on the Stanford Twitter Sentiment Dataset show that both feature sets outperform the baseline model using unigrams only. Moreover, using semantic features rivals the previously reported best result. Using sentimenttopic features achieves 86.3 sentiment classification accuracy, which outperforms existing approaches. Semi-structured interviews were conducted with U.S. public sector emergency managers to probe barriers to use of social media and reactions to possible software enhancements to support such use. The three most frequently described barriers were lack of personnel time to work on use of social media, lack of policies and guidelines for its use, and concern about the trustworthiness of pulled data. The most popular of the possible technological enhancements described for Twitter are filtering by category of user contributor, and display of posts on a GIS system with a map-based display. Twitter has increasingly become a popular platform to share news and user opinion. A tweet is considered to be important if it receives high number of affirmative reactions from other Twitter users via Retweets. Retweet count is thus considered as a surrogate measure for positive crowd-sourced reactions - high number of retweets of a tweet not only help the tweet being broadcasted, but also aid in making its topic trending. This in turn bolsters the social reputation of the author of the tweet. Since social reputation impact of users t weets influences many decisions (such as promoting brands, advertisement etc.), several blackmarket syndicates have actively been engaged in producing fake retweets in a collusive manner. Users who want to boost the impact of their tweets approach the blackmarket services, and gain retweets for their own tweets by retweeting other customers' tweets. Thus they become customers of blackmarket syndicates and engage in fake activities. Interestingly, these customers are neither bots, nor even fake users - they are usually normal human beings; they express a mix of organic and inorganic retweeting activities, and there is no synchronicity across their behaviors. In this paper, we make a first attempt to investigate such blackmarket customers engaged in producing fake retweets. We collected and annotated a novel dataset comprising of customers of many blackmarket services and characterize them using a set of 64 novel features. We show how their social behavior differs from genuine users. We then use state-of-the-art supervised models to detect three types of customers (bots, promotional, normal) and genuine users. We achieve a Macro Fl-score of 0.87 with SVM, outperforming four other baselines significantly. We further design a browser extension, SCoRe which, given the link of a tweet, spots its fake retweeters in real-time. We also collected users' feedback on the performance of SCoRe and obtained 85 accuracy. To help their users to discover important items at a particular time, major websites like Twitter, Yelp, TripAdvisor or NYTimes provide Top-K recommendations (e.g., 10 Trending Topics, Top 5 Hotels in Paris or 10 Most Viewed News Stories), which rely on crowdsourced popularity signals to select the items. However, different sections of a crowd may have different preferences, and there is a large silent majority who do not explicitly express their opinion. Also, the crowd often consists of actors like bots, spammers, or people running orchestrated campaigns. Recommendation algorithms today largely do not consider such nuances, hence are vulnerable to strategic manipulation by small but hyper-active user groups. To fairly aggregate the preferences of all users while recommending top-K items, we borrow ideas from prior research on social choice theory, and identify a voting mechanism called Single Transferable Vote (STV) as having many of the fairness properties we desire in top-K item (s)elections. We develop an innovative mechanism to attribute preferences of silent majority which also make STV completely operational. We show the generalizability of our approach by implementing it on two different real-world datasets. Through extensive experimentation and comparison with state-of-the-art techniques, we show that our proposed approach provides maximum user satisfaction, and cuts down drastically on items disliked by most but hyper-actively promoted by a few users. The rapid growth of social networks has produced an unprecedented amount of user-generated data, which provides an excellent opportunity for text mining. Authorship analysis, an important part of text mining, attempts to learn about the author of the text through subtle variations in the writing styles that occur between gender, age and social groups. Such information has a variety of applications including advertising and law enforcement. One of the most accessible sources of user-generated data is Twitter, which makes the majority of its user data freely available through its data access API. In this study we seek to identify the gender of users on Twitter using Perceptron and Nai ve Bayes with selected 1 through 5-gram features from tweet text. Stream applications of these algorithms were employed for gender prediction to handle the speed and volume of tweet traffic. Because informal text, such as tweets, cannot be easily evaluated using traditional dictionary methods, n-gram features were implemented in this study to represent streaming tweets. The large number of 1 through 5-grams requires that only a subset of them be used in gender classification, for this reason informative n-gram features were chosen using multiple selection algorithms. In the best case the Naive Bayes and Perceptron algorithms produced accuracy, balanced accuracy, and F-measure above 99 . Today's crises attract great attention on social media, from local and distant citizens as well as from news media. This study investigates the possibilities of real-time and automated analysis of Twitter messages during crises. The analysis was performed through application of an information extraction tool to nearly 97,000 tweets that were published shortly before, during and after a storm hit the Pukkelpop 2011 festival in Belgium. As soon as the storm hit the festival tweet activity increased exponentially, peaking at 576 tweets per minute. The extraction tool enabled analyzing tweets through predefined (geo)graphical displays, message content filters (damage, casualties) and tweet type filters (e.g., retweets). Important topics that emerged were 'early warning tweets', 'rumors' and the 'self-organization of disaster relief' on Twitter. Results indicate that automated filtering of information provides valuable information for operational response and crisis communication. Steps for further research are discussed. © 2012 ISCRAM. Environmental Systems Research Institute, Inc. (ESRI)