Tweet Me What You Want, What You Really Really Want - The Informative Value of Tweets for Customer Feedback in Crowdfunding

10 Pages Posted: 27 Dec 2018

See all articles by Nikolaus Lipusch

Nikolaus Lipusch

University of Kassel - Information Systems; University of St. Gallen

Dominik Dellermann

Darwin; vencortex; University of St Gallen

Philipp Ebel

University of Kassel - Information Systems

Date Written: December 11, 2018

Abstract

Twitter allows users to publicly share their opinions on certain products in the form of micro-blogs. Such data can be collected and classified to help crowdfunding campaign owners to infer user needs, detect problems with their product and services and plan for future releases of their offers. 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, its diverse nature, and the high percentage of irrelevant information and spam. Motivated by these challenges, this paper reports on a two-fold study that aims at leveraging Twitter as a main source of feedback on crowdfunding campaigns. The main objective is to enable a responsive, interactive, and adaptive data-driven user feedback process. Our analysis is conducted on a random sample of 3,600 tweets that we collected from Twitter feeds of 12 crowdfunding campaigns. Our preliminary results reveal that around 47% of collected tweets contain useful information that campaign owners can use for feedback. Moreover, the paper discusses effective classification- and summarization-techniques to analyze and present the information contained by tweets in an adequate manner.

Keywords: Twitter, Crowdfunding, Customer Feedback, Data Analysis

JEL Classification: M13, M15

Suggested Citation

Lipusch, Nikolaus and Dellermann, Dominik and Ebel, Philipp, Tweet Me What You Want, What You Really Really Want - The Informative Value of Tweets for Customer Feedback in Crowdfunding (December 11, 2018). Available at SSRN: https://ssrn.com/abstract=3299219 or http://dx.doi.org/10.2139/ssrn.3299219

Nikolaus Lipusch (Contact Author)

University of Kassel - Information Systems ( email )

Nora-Platiel 4
Kassel, 34127
Germany

University of St. Gallen ( email )

Langgasse 1
St. Gallen, 9008
Switzerland

Dominik Dellermann

Darwin ( email )

850 S Broadway
Suite 1000
Los Angeles, CA 90017
United States

HOME PAGE: http://https://askdarwin.com/

vencortex ( email )

Universitätsplatz 12
Kassel, 34127

University of St Gallen ( email )

Dufourstrasse 50
St Gallen, 5000
Switzerland

Philipp Ebel

University of Kassel - Information Systems ( email )

Nora-Platiel 4
Kassel, 34127
Germany

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