Alberta Parks Use of Text Mining
A common approach to analyzing open-ended customer survey data is to manually assign codes to text observations. Basic descriptive statistics of the codes are then calculated. Subsequent reporting is an attempt to explain customer opinions numerically. While this approach provides numbers and percentages, it offers little insight and can be tedious, time consuming and can even misinform decision makers.
As part of the Alberta Government’s continual efforts to improve its responsiveness to the public, the Alberta Parks division transitioned from manual categorization of customer comments to a more automated method using SAS Text Mining. This switch allows for both faster analysis of unstructured data and results also become more reliable through the consistent application of Text Mining.
Presentation from the 2013 Alberta Recreation and Parks Association Parks Forum