From citizens to government policy-makers: Social media data analysis

People are more and more using social media to express themselves about the different services that their governments are delivering. They can either provide positive or negative comments on government services. Hence, it becomes important for policy-makers to have the necessary tools to extract this valuable knowledge in a comprehensive way and that they may consider in their decision-making processes. This paper provides a generic framework, based on semantic analysis of text, to extract valuable data from social media in order to provide new information for government policy-makers. The proposed framework is based on a text semantic analysis tool that collects data from social networks and extracts valuable data to be presented to government policy-makers. The proposed framework is applied to analyze Facebook posts from a page that is managed by citizens in Tunisia. This page aims to report various problems and issues occurring in Tunisian cities.