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The Perception of Emojis for Analyzing App Feedback

: Scherr, Simon André; Polst, Svenja; Müller, Lisa; Holl, Konstantin; Elberzhager, Frank

Volltext ()

International journal of interactive mobile technologies 13 (2019), Nr.2, S.19-36
ISSN: 1865-7923
Bundesministerium für Bildung und Forschung BMBF (Deutschland)
02K14A182; Opti4Apps
Optimierung für mobile Applikationen
Zeitschriftenaufsatz, Elektronische Publikation
Fraunhofer IESE ()
emoji; mobile; user feedback; emotion; crowd requirements engineering; survey; perception

When analyzing textual user feedback, the challenge today is that automation is only possible in a non-satisfactory way due to the limitations of understanding natural language. However, manual evaluation is not possible for products with a large amount of user feedback, as this is neither efficient nor effective. Internet texts are full of emojis. Emojis tell how a user feels about certain aspects of a product. We conducted a survey on the perception of emojis and used the results from 107 participants. The core result is that people perceive emojis in a very homogenous way regarding their sentiments and the emotions they represent This means that emojis give us a tool for analyzing the users’ perspectives on a product by looking at the emojis contained in their feedback.