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http://dx.doi.org/10.14400/JDC.2018.16.9.011

Improving University Homepage FAQ Using Semantic Network Analysis  

Ahn, Su-Hyun (College of General Education, Semyung University)
Lee, Sang-Jun (Dept. of Information & Communication System, Semyung University)
Publication Information
Journal of Digital Convergence / v.16, no.9, 2018 , pp. 11-20 More about this Journal
Abstract
The Q&A board is widely used as a means of communicating service enquiries, and the need for efficient management of the enquiry system has risen because certain questions are being repeatedly and frequently registered. This study aims to construct a student-centered FAQ, centered on the unstructured data posted on the university homepage's Q&A board. We extracted major keywords from 690 postings registered in the recent 3 years, and conducted the semantic network analysis to find the relationship between the keywords and the centrality analysis in order to carry out network visualization. The most central keywords found through the analysis, in order of centrality, were application, curriculum, credit point, completion, graduation, approval, period, major, portal, department. Also, the major keywords were classified into 8 groups of course, register, student life, scholarship, library, dormitory, IT and commute. If the most frequent questions are organized into these areas to form the FAQ, based on the results above, it is expected to contribute to user convenience and the efficiency of administration by simplifying the service enquiry process for repeated questions, as well as enabling smooth two-way communication among the members of the university.
Keywords
Semantic Network Analysis; Q&A; FAQ; Structural Equivalence; Ego Network Analysis;
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Times Cited By KSCI : 2  (Citation Analysis)
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