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Improving messaging to airport community residents: An application of sentiment analysis to community engagement


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Natural Language Processing has made significant progress over the last decades with the development of open-source software and dedicated libraries. Sentiment analysis has become a best practice in both private and public organisations. While airports have utilised sentiment analysis to assess their image and level of service, it has not been extensively used as a tool to be proactive when airport operators engage community residents. This analysis shows how sentiment analysis can be used to anticipate residents’ attitudes based on changes in key operational factors.

Keywords: Natural Language Processing; community engagement; sentiment analysis

Document Type: Research Article

Affiliations: Manager of the Outreach Division at Federal Aviation Administration, NextGen Collaboration and Messaging Office

Publication date: June 1, 2021

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  • Journal of Airport Management is the essential professional journal publishing in-depth, peer-reviewed articles and real world case studies on airport management, finance, development, ground-handling, airport-airline relations and regulation - with no advertising or sales pitches.

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