Organizational Online Reputation Measurement Through Natural Language Processing and Sentiment Analysis Techniques

Christian Orrego, Luisa Fernanda Villa, Lina Maria Sepúlveda-Cano, Lillyana M. Giraldo M

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


The set of perceptions held by various groups based on history and expectations constitutes the reputation of organizations. There are multiple correct measurements of reputation since no general definition of the concept has been reached. ORM (Online Reputation Monitoring-management) systems oversee this measurement and have a sentiment analysis component to perform this task. The literature presents different frameworks or methodologies for measurement developed by academia and industry. These proposals’ common objective is to measure online reputation based on the opinions expressed by individuals close to the organization. In the absence of an automatic ORM system, it is necessary to perform this task manually within a company by a person; this can generate operational errors, delay processes, and make scalability impossible to increase the number of items reviewed (news, comments). These drawbacks can be mitigated by automating the measurement of a client’s online reputation. This paper contains the development of three methodologies from the literature to explore online reputation measurement starting from Twitter and Google News information sources. The implementation results conclude that the POS-Tagger elimination methodology generates the best result compared to the coded methodologies.

Original languageEnglish
Title of host publicationApplied Computer Sciences in Engineering - 8th Workshop on Engineering Applications, WEA 2021, Proceedings
EditorsJuan Carlos Figueroa-García, Yesid Díaz-Gutierrez, Elvis Eduardo Gaona-García, Alvaro David Orjuela-Cañón
PublisherSpringer Science and Business Media Deutschland GmbH
Number of pages12
ISBN (Print)9783030867010
StatePublished - 2021
Event8th Workshop on Engineering Applications, WEA 2021 - Virtual, Online
Duration: 6 Oct 20218 Oct 2021

Publication series

NameCommunications in Computer and Information Science
Volume1431 CCIS
ISSN (Print)1865-0929
ISSN (Electronic)1865-0937


Conference8th Workshop on Engineering Applications, WEA 2021
CityVirtual, Online


  • E-reputation
  • Online reputation
  • Reputation assessment
  • Reputation management
  • Reputation measurement
  • Sentiment analysis


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