Automatically Identifying Complaints in Social Media
Table 4: Features associated with complaint and non-complaint tweets, sorted by Pearson correlation (r) computed between the normalized frequency of each feature and the complaint label across all tweets. All correlations are significant at p
['[BOLD] Complaints  [BOLD] Feature', '[BOLD] Complaints  [ITALIC] r', '[BOLD] Not Complaints  [BOLD] Feature', '[BOLD] Not Complaints  [ITALIC] r']
Top unigrams and part-of-speech features specific of complaints and non-complaints are presented in Table 4. [CONTINUE] All correlations shown in these tables are statistically significant at p < .01, with Simes correction for multiple comparisons. [CONTINUE] Negations are uncovered through unigrams (not, no, won't) [CONTINUE] Several unigrams (error, issue, working, fix) [CONTINUE] However, words regularly describing negative sentiment or emotions are not one of the most distinctive features for complaints. [CONTINUE] On the other hand, the presence of terms that show positive sentiment or emotions (good, great, win, POSEMO, AFFECT, ASSENT) are among the top most distinctive features for a tweet not being labeled as a complaint. [CONTINUE] In addition, other words and clusters expressing positive states such as gratitude (thank, great, love) or laughter (lol) are also distinctive for tweets that are not complaints. [CONTINUE] Across unigrams, part-of-speech patterns and word clusters, we see a distinctive pattern emerging around pronoun usage. [CONTINUE] Complaints use more possessive pronouns, indicating that the user is describing personal experiences. [CONTINUE] A distinctive part-of-speech pattern common in complaints is possessive pronouns followed by nouns (PRP$ NN) which refer to items of services possessed by the complainer (e.g., my account, my order). [CONTINUE] Question marks are distinctive of complaints, as many complaints are formulated as questions to the responsible party (e.g., why is this not working?, when will [CONTINUE] get my response?). [CONTINUE] Mentions of time are specific of complaints (been, still, on, days, Temporal References cluster). [CONTINUE] In addition, the presence of verbs in past participle (VBN) is the most distinctive part-of-speech pattern of complaints. These are used to describe actions completed in the past (e.g., i've bought, have come) in order to provide context for the complaint. [CONTINUE] Several part-of-speech patterns distinctive of complaints involve present verbs in third person singular (VBZ). [CONTINUE] Verbs in gerund or present participle are used as a complaint strategy to describe things that just happened to a user (e.g., got an email saying my service will be terminated).