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Problem Identification and Improvement Measures through Government24 App User Review Analysis: Insights through Topic Model (정부24 앱 사용자 리뷰 분석을 통한 문제 파악 및 개선방안: 토픽 모델을 통한 통찰)

  • MuMoungCho Han;Mijin Noh;YangSok Kim
    • Smart Media Journal
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    • v.12 no.11
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    • pp.27-35
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    • 2023
  • Fourth Industrial Revolution and COVID-19 pandemic have boosted the use of Government 24 app for public service complaints in the era of non-face-to-face interactions. there has been a growing influx of complaints and improvement demands from users of public apps. Furthermore, systematic management of public apps is deemed necessary. The aim of this study is to analyze the grievances of Government 24 app users, understand the current dissatisfaction among citizens, and propose potential improvements. Data were collected from the Google Play Store from May 2, 2013, to June 30, 2023, comprising a total of 6,344 records. Among these, 1,199 records with a rating of 1 and at least one 'thumbs-up' were used for topic modeling analysis. The analysis revealed seven topics: 'Issues with certificate issuance,' 'Website functionality and UI problems,' 'User ID-related issues,' 'Update problems,' 'Government employee app management issues,' 'Budget wastage concerns ((It's not worth even a single star) or (It's a waste of taxpayers' money)),' and 'Password-related problems.' Furthermore, the overall trend of these topics showed an increase until 2021, a slight decrease in 2022, but a resurgence in 2023, underscoring the urgency of updates and management. We hope that the results of this study will contribute to the development and management of public apps that satisfy citizens in the future.

Digital Citizenship Library Programming in Award-Winning Libraries of the Future: A case review of public libraries in the United States (공공도서관의 디지털 시민성 프로그래밍: 미국의 미래 도서관 수상 도서관을 중심으로)

  • Jonathan M. Hollister;Jisue Lee
    • Journal of Korean Library and Information Science Society
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    • v.54 no.4
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    • pp.359-392
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    • 2023
  • Digital citizenship includes an evolving set of knowledge and skills related to effectively and ethically using technology, especially when interacting with other people, information, and media in the online context. As public libraries have long provided access to and training with a variety of technologies, this study explores how digital citizenship has been covered in public library programming to identify potential trends and best practices. A purposive sampling of public library recipients of the American Library Association (ALA) and Information Today Inc.'s Library of the Future Award over the past 11 years (2013-2023) identified 7 case libraries to review. The titles and descriptions of 337 relevant library programs for audiences of school-aged children (5 years old and up) to seniors were collected for a 2-month period from each library's website and analyzed using Ribble & Parks (2019) 9 elements of digital citizenship. The findings suggest that programming related to digital citizenship most often addresses themes connected to digital access and digital fluency through coverage of topics related to computer and technology use. Based on themes and examples from the findings, public libraries are encouraged to expand upon existing programs to integrate all elements of digital citizenship, strive for inclusive and accessible digital citizenship education for all ages, and leverage resources and expertise from relevant stakeholders and community partnerships.

Clickstream Big Data Mining for Demographics based Digital Marketing (인구통계특성 기반 디지털 마케팅을 위한 클릭스트림 빅데이터 마이닝)

  • Park, Jiae;Cho, Yoonho
    • Journal of Intelligence and Information Systems
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    • v.22 no.3
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    • pp.143-163
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    • 2016
  • The demographics of Internet users are the most basic and important sources for target marketing or personalized advertisements on the digital marketing channels which include email, mobile, and social media. However, it gradually has become difficult to collect the demographics of Internet users because their activities are anonymous in many cases. Although the marketing department is able to get the demographics using online or offline surveys, these approaches are very expensive, long processes, and likely to include false statements. Clickstream data is the recording an Internet user leaves behind while visiting websites. As the user clicks anywhere in the webpage, the activity is logged in semi-structured website log files. Such data allows us to see what pages users visited, how long they stayed there, how often they visited, when they usually visited, which site they prefer, what keywords they used to find the site, whether they purchased any, and so forth. For such a reason, some researchers tried to guess the demographics of Internet users by using their clickstream data. They derived various independent variables likely to be correlated to the demographics. The variables include search keyword, frequency and intensity for time, day and month, variety of websites visited, text information for web pages visited, etc. The demographic attributes to predict are also diverse according to the paper, and cover gender, age, job, location, income, education, marital status, presence of children. A variety of data mining methods, such as LSA, SVM, decision tree, neural network, logistic regression, and k-nearest neighbors, were used for prediction model building. However, this research has not yet identified which data mining method is appropriate to predict each demographic variable. Moreover, it is required to review independent variables studied so far and combine them as needed, and evaluate them for building the best prediction model. The objective of this study is to choose clickstream attributes mostly likely to be correlated to the demographics from the results of previous research, and then to identify which data mining method is fitting to predict each demographic attribute. Among the demographic attributes, this paper focus on predicting gender, age, marital status, residence, and job. And from the results of previous research, 64 clickstream attributes are applied to predict the demographic attributes. The overall process of predictive model building is compose of 4 steps. In the first step, we create user profiles which include 64 clickstream attributes and 5 demographic attributes. The second step performs the dimension reduction of clickstream variables to solve the curse of dimensionality and overfitting problem. We utilize three approaches which are based on decision tree, PCA, and cluster analysis. We build alternative predictive models for each demographic variable in the third step. SVM, neural network, and logistic regression are used for modeling. The last step evaluates the alternative models in view of model accuracy and selects the best model. For the experiments, we used clickstream data which represents 5 demographics and 16,962,705 online activities for 5,000 Internet users. IBM SPSS Modeler 17.0 was used for our prediction process, and the 5-fold cross validation was conducted to enhance the reliability of our experiments. As the experimental results, we can verify that there are a specific data mining method well-suited for each demographic variable. For example, age prediction is best performed when using the decision tree based dimension reduction and neural network whereas the prediction of gender and marital status is the most accurate by applying SVM without dimension reduction. We conclude that the online behaviors of the Internet users, captured from the clickstream data analysis, could be well used to predict their demographics, thereby being utilized to the digital marketing.

Enhancing Predictive Accuracy of Collaborative Filtering Algorithms using the Network Analysis of Trust Relationship among Users (사용자 간 신뢰관계 네트워크 분석을 활용한 협업 필터링 알고리즘의 예측 정확도 개선)

  • Choi, Seulbi;Kwahk, Kee-Young;Ahn, Hyunchul
    • Journal of Intelligence and Information Systems
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    • v.22 no.3
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    • pp.113-127
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    • 2016
  • Among the techniques for recommendation, collaborative filtering (CF) is commonly recognized to be the most effective for implementing recommender systems. Until now, CF has been popularly studied and adopted in both academic and real-world applications. The basic idea of CF is to create recommendation results by finding correlations between users of a recommendation system. CF system compares users based on how similar they are, and recommend products to users by using other like-minded people's results of evaluation for each product. Thus, it is very important to compute evaluation similarities among users in CF because the recommendation quality depends on it. Typical CF uses user's explicit numeric ratings of items (i.e. quantitative information) when computing the similarities among users in CF. In other words, user's numeric ratings have been a sole source of user preference information in traditional CF. However, user ratings are unable to fully reflect user's actual preferences from time to time. According to several studies, users may more actively accommodate recommendation of reliable others when purchasing goods. Thus, trust relationship can be regarded as the informative source for identifying user's preference with accuracy. Under this background, we propose a new hybrid recommender system that fuses CF and social network analysis (SNA). The proposed system adopts the recommendation algorithm that additionally reflect the result analyzed by SNA. In detail, our proposed system is based on conventional memory-based CF, but it is designed to use both user's numeric ratings and trust relationship information between users when calculating user similarities. For this, our system creates and uses not only user-item rating matrix, but also user-to-user trust network. As the methods for calculating user similarity between users, we proposed two alternatives - one is algorithm calculating the degree of similarity between users by utilizing in-degree and out-degree centrality, which are the indices representing the central location in the social network. We named these approaches as 'Trust CF - All' and 'Trust CF - Conditional'. The other alternative is the algorithm reflecting a neighbor's score higher when a target user trusts the neighbor directly or indirectly. The direct or indirect trust relationship can be identified by searching trust network of users. In this study, we call this approach 'Trust CF - Search'. To validate the applicability of the proposed system, we used experimental data provided by LibRec that crawled from the entire FilmTrust website. It consists of ratings of movies and trust relationship network indicating who to trust between users. The experimental system was implemented using Microsoft Visual Basic for Applications (VBA) and UCINET 6. To examine the effectiveness of the proposed system, we compared the performance of our proposed method with one of conventional CF system. The performances of recommender system were evaluated by using average MAE (mean absolute error). The analysis results confirmed that in case of applying without conditions the in-degree centrality index of trusted network of users(i.e. Trust CF - All), the accuracy (MAE = 0.565134) was lower than conventional CF (MAE = 0.564966). And, in case of applying the in-degree centrality index only to the users with the out-degree centrality above a certain threshold value(i.e. Trust CF - Conditional), the proposed system improved the accuracy a little (MAE = 0.564909) compared to traditional CF. However, the algorithm searching based on the trusted network of users (i.e. Trust CF - Search) was found to show the best performance (MAE = 0.564846). And the result from paired samples t-test presented that Trust CF - Search outperformed conventional CF with 10% statistical significance level. Our study sheds a light on the application of user's trust relationship network information for facilitating electronic commerce by recommending proper items to users.

A Study on Analyzing Sentiments on Movie Reviews by Multi-Level Sentiment Classifier (영화 리뷰 감성분석을 위한 텍스트 마이닝 기반 감성 분류기 구축)

  • Kim, Yuyoung;Song, Min
    • Journal of Intelligence and Information Systems
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    • v.22 no.3
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    • pp.71-89
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    • 2016
  • Sentiment analysis is used for identifying emotions or sentiments embedded in the user generated data such as customer reviews from blogs, social network services, and so on. Various research fields such as computer science and business management can take advantage of this feature to analyze customer-generated opinions. In previous studies, the star rating of a review is regarded as the same as sentiment embedded in the text. However, it does not always correspond to the sentiment polarity. Due to this supposition, previous studies have some limitations in their accuracy. To solve this issue, the present study uses a supervised sentiment classification model to measure a more accurate sentiment polarity. This study aims to propose an advanced sentiment classifier and to discover the correlation between movie reviews and box-office success. The advanced sentiment classifier is based on two supervised machine learning techniques, the Support Vector Machines (SVM) and Feedforward Neural Network (FNN). The sentiment scores of the movie reviews are measured by the sentiment classifier and are analyzed by statistical correlations between movie reviews and box-office success. Movie reviews are collected along with a star-rate. The dataset used in this study consists of 1,258,538 reviews from 175 films gathered from Naver Movie website (movie.naver.com). The results show that the proposed sentiment classifier outperforms Naive Bayes (NB) classifier as its accuracy is about 6% higher than NB. Furthermore, the results indicate that there are positive correlations between the star-rate and the number of audiences, which can be regarded as the box-office success of a movie. The study also shows that there is the mild, positive correlation between the sentiment scores estimated by the classifier and the number of audiences. To verify the applicability of the sentiment scores, an independent sample t-test was conducted. For this, the movies were divided into two groups using the average of sentiment scores. The two groups are significantly different in terms of the star-rated scores.

Digital Humanities, and Applications of the "Successful Exam Passers List" (과거 합격자 시맨틱 데이터베이스를 활용한 디지털 인문학 연구)

  • LEE, JAE OK
    • (The)Study of the Eastern Classic
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    • no.70
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    • pp.303-345
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    • 2018
  • In this article, how the Bangmok(榜目) documents, which are essentially lists of successful passers for the civil competitive examination system of the $Chos{\breve{o}}n$ dynasty, when rendered into digitalized formats, could serve as source of information, which would not only lets us know the $Chos{\breve{o}}n$ individuals' social backgrounds and bloodlines but also enables us to understand the intricate nature that the Yangban network had, will be discussed. In digitalized humanity studies, the Bangmok materials, literally a list of leading elites of the $Chos{\breve{o}}n$ period, constitute a very interesting and important source of information. Based upon these materials, we can see how the society -as well as the Yangban community- was like. Currently, all data inside these Bangmok lists are rendered in XML(eXtensible Makrup Language) format and are being served through DBMS(Database Management System), so anyone who would want to examine the statistics could freely do so. Also, by connecting the data in these Bangmok materials with data from genealogy records, we could identify an individual's marital relationship, home town, and political affiliation, and therefore create a complex narrative that would be effective in describing that individual's life in particular. This is a graphic database, which shows-when Bangmok data is punched in-successful passers as individual nodes, and displays blood and marital relations in a very visible way. Clicking upon the nodes would provide you with access to all kinds of relationships formed among more than 90 thousand successful passers, and even the overall marital network, once the genealogical data is input. In Korea, since 2005 and through now, the task of digitalizing data from the Civil exam Bangmok(Mun-gwa Bangmok), Military exam Bangmok (Mu-gwa Bangmok), the "Sa-ma" Bangmok and "Jab-gwa" Bangmok materials, has been completed. They can be accessed through a website(http://people.aks.ac.kr/index.aks) which has information on numerous famous past Korean individuals. With this kind of source of information, we are now able to extract professional Jung-in figures from these lists. However, meaningful and practical studies using this data are yet to be announced. This article would like to remind everyone that this information should be used as a window through which we could see not only the lives of individuals, but also the society.

Color-related Query Processing for Intelligent E-Commerce Search (지능형 검색엔진을 위한 색상 질의 처리 방안)

  • Hong, Jung A;Koo, Kyo Jung;Cha, Ji Won;Seo, Ah Jeong;Yeo, Un Yeong;Kim, Jong Woo
    • Journal of Intelligence and Information Systems
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    • v.25 no.1
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    • pp.109-125
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    • 2019
  • As interest on intelligent search engines increases, various studies have been conducted to extract and utilize the features related to products intelligencely. In particular, when users search for goods in e-commerce search engines, the 'color' of a product is an important feature that describes the product. Therefore, it is necessary to deal with the synonyms of color terms in order to produce accurate results to user's color-related queries. Previous studies have suggested dictionary-based approach to process synonyms for color features. However, the dictionary-based approach has a limitation that it cannot handle unregistered color-related terms in user queries. In order to overcome the limitation of the conventional methods, this research proposes a model which extracts RGB values from an internet search engine in real time, and outputs similar color names based on designated color information. At first, a color term dictionary was constructed which includes color names and R, G, B values of each color from Korean color standard digital palette program and the Wikipedia color list for the basic color search. The dictionary has been made more robust by adding 138 color names converted from English color names to foreign words in Korean, and with corresponding RGB values. Therefore, the fininal color dictionary includes a total of 671 color names and corresponding RGB values. The method proposed in this research starts by searching for a specific color which a user searched for. Then, the presence of the searched color in the built-in color dictionary is checked. If there exists the color in the dictionary, the RGB values of the color in the dictioanry are used as reference values of the retrieved color. If the searched color does not exist in the dictionary, the top-5 Google image search results of the searched color are crawled and average RGB values are extracted in certain middle area of each image. To extract the RGB values in images, a variety of different ways was attempted since there are limits to simply obtain the average of the RGB values of the center area of images. As a result, clustering RGB values in image's certain area and making average value of the cluster with the highest density as the reference values showed the best performance. Based on the reference RGB values of the searched color, the RGB values of all the colors in the color dictionary constructed aforetime are compared. Then a color list is created with colors within the range of ${\pm}50$ for each R value, G value, and B value. Finally, using the Euclidean distance between the above results and the reference RGB values of the searched color, the color with the highest similarity from up to five colors becomes the final outcome. In order to evaluate the usefulness of the proposed method, we performed an experiment. In the experiment, 300 color names and corresponding color RGB values by the questionnaires were obtained. They are used to compare the RGB values obtained from four different methods including the proposed method. The average euclidean distance of CIE-Lab using our method was about 13.85, which showed a relatively low distance compared to 3088 for the case using synonym dictionary only and 30.38 for the case using the dictionary with Korean synonym website WordNet. The case which didn't use clustering method of the proposed method showed 13.88 of average euclidean distance, which implies the DBSCAN clustering of the proposed method can reduce the Euclidean distance. This research suggests a new color synonym processing method based on RGB values that combines the dictionary method with the real time synonym processing method for new color names. This method enables to get rid of the limit of the dictionary-based approach which is a conventional synonym processing method. This research can contribute to improve the intelligence of e-commerce search systems especially on the color searching feature.

Sentiment Analysis of Movie Review Using Integrated CNN-LSTM Mode (CNN-LSTM 조합모델을 이용한 영화리뷰 감성분석)

  • Park, Ho-yeon;Kim, Kyoung-jae
    • Journal of Intelligence and Information Systems
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    • v.25 no.4
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    • pp.141-154
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    • 2019
  • Rapid growth of internet technology and social media is progressing. Data mining technology has evolved to enable unstructured document representations in a variety of applications. Sentiment analysis is an important technology that can distinguish poor or high-quality content through text data of products, and it has proliferated during text mining. Sentiment analysis mainly analyzes people's opinions in text data by assigning predefined data categories as positive and negative. This has been studied in various directions in terms of accuracy from simple rule-based to dictionary-based approaches using predefined labels. In fact, sentiment analysis is one of the most active researches in natural language processing and is widely studied in text mining. When real online reviews aren't available for others, it's not only easy to openly collect information, but it also affects your business. In marketing, real-world information from customers is gathered on websites, not surveys. Depending on whether the website's posts are positive or negative, the customer response is reflected in the sales and tries to identify the information. However, many reviews on a website are not always good, and difficult to identify. The earlier studies in this research area used the reviews data of the Amazon.com shopping mal, but the research data used in the recent studies uses the data for stock market trends, blogs, news articles, weather forecasts, IMDB, and facebook etc. However, the lack of accuracy is recognized because sentiment calculations are changed according to the subject, paragraph, sentiment lexicon direction, and sentence strength. This study aims to classify the polarity analysis of sentiment analysis into positive and negative categories and increase the prediction accuracy of the polarity analysis using the pretrained IMDB review data set. First, the text classification algorithm related to sentiment analysis adopts the popular machine learning algorithms such as NB (naive bayes), SVM (support vector machines), XGboost, RF (random forests), and Gradient Boost as comparative models. Second, deep learning has demonstrated discriminative features that can extract complex features of data. Representative algorithms are CNN (convolution neural networks), RNN (recurrent neural networks), LSTM (long-short term memory). CNN can be used similarly to BoW when processing a sentence in vector format, but does not consider sequential data attributes. RNN can handle well in order because it takes into account the time information of the data, but there is a long-term dependency on memory. To solve the problem of long-term dependence, LSTM is used. For the comparison, CNN and LSTM were chosen as simple deep learning models. In addition to classical machine learning algorithms, CNN, LSTM, and the integrated models were analyzed. Although there are many parameters for the algorithms, we examined the relationship between numerical value and precision to find the optimal combination. And, we tried to figure out how the models work well for sentiment analysis and how these models work. This study proposes integrated CNN and LSTM algorithms to extract the positive and negative features of text analysis. The reasons for mixing these two algorithms are as follows. CNN can extract features for the classification automatically by applying convolution layer and massively parallel processing. LSTM is not capable of highly parallel processing. Like faucets, the LSTM has input, output, and forget gates that can be moved and controlled at a desired time. These gates have the advantage of placing memory blocks on hidden nodes. The memory block of the LSTM may not store all the data, but it can solve the CNN's long-term dependency problem. Furthermore, when LSTM is used in CNN's pooling layer, it has an end-to-end structure, so that spatial and temporal features can be designed simultaneously. In combination with CNN-LSTM, 90.33% accuracy was measured. This is slower than CNN, but faster than LSTM. The presented model was more accurate than other models. In addition, each word embedding layer can be improved when training the kernel step by step. CNN-LSTM can improve the weakness of each model, and there is an advantage of improving the learning by layer using the end-to-end structure of LSTM. Based on these reasons, this study tries to enhance the classification accuracy of movie reviews using the integrated CNN-LSTM model.

An Analysis of the Internal Marketing Impact on the Market Capitalization Fluctuation Rate based on the Online Company Reviews from Jobplanet (직원을 위한 내부마케팅이 기업의 시가 총액 변동률에 미치는 영향 분석: 잡플래닛 기업 리뷰를 중심으로)

  • Kichul Choi;Sang-Yong Tom Lee
    • Information Systems Review
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    • v.20 no.2
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    • pp.39-62
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    • 2018
  • Thanks to the growth of computing power and the recent development of data analytics, researchers have started to work on the data produced by users through the Internet or social media. This study is in line with these recent research trends and attempts to adopt data analytical techniques. We focus on the impact of "internal marketing" factors on firm performance, which is typically studied through survey methodologies. We looked into the job review platform Jobplanet (www.jobplanet.co.kr), which is a website where employees and former employees anonymously review companies and their management. With web crawling processes, we collected over 40K data points and performed morphological analysis to classify employees' reviews for internal marketing data. We then implemented econometric analysis to see the relationship between internal marketing and market capitalization. Contrary to the findings of extant survey studies, internal marketing is positively related to a firm's market capitalization only within a limited area. In most of the areas, the relationships are negative. Particularly, female-friendly environment and human resource development (HRD) are the areas exhibiting positive relations with market capitalization in the manufacturing industry. In the service industry, most of the areas, such as employ welfare and work-life balance, are negatively related with market capitalization. When firm size is small (or the history is short), female-friendly environment positively affect firm performance. On the contrary, when firm size is big (or the history is long), most of the internal marketing factors are either negative or insignificant. We explain the theoretical contributions and managerial implications with these results.

Consumers Perceptions on Monosodium L-glutamate in Social Media (소셜미디어 분석을 통한 소비자들의 L-글루타민산나트륨에 대한 인식 조사)

  • Lee, Sooyeon;Lee, Wonsung;Moon, Il-Chul;Kwon, Hoonjeong
    • Journal of Food Hygiene and Safety
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    • v.31 no.3
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    • pp.153-166
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    • 2016
  • The purpose of this study was to investigate consumers' perceptions on monosodium L-glutamate (MSG) in social media. Data were collected from Naver blogs and Naver web communities (Korean representative portal web-site), and media reports including comment sections on a Yonhap news website (Korean largest news agency). The results from Naver blogs and Naver web communities showed that it was primarily mentioned MSG-use restaurant reviews, 'MSG-no added' products, its safety, and methods of reducing MSG in food. When TV shows on current affairs, newspaper, or TV news reported uses and side effects of MSG, search volume for MSG has increased in both PC and mobile search engines. Search volume has increased especially when TV shows on current affairs reported it. There are more periods with increased search volume for Mobile than PC. Also, it was mainly commented about safety of MSG, criticism of low-quality foods, abuse of MSG, and distrust of government below the news on the Yonhap news site. The label of MSG-no added products in market emphasized "MSG-free" even though it is allocated as an acceptable daily intake (ADI) not-specified by the Joint FAO/WHO Expert Committee on Food Additives (JECFA). When consumers search for MSG (monosodium L-glutamate) or purchase food on market, they might perceive that 'MSG-no added' products are better. Competent authorities, offices of education and local government provide guidelines based on no added MSG principle and these policies might affect consumers' perceptions. TV program or news program could be a powerful and effective consumer communication channel about MSG through Mobile rather than PC. Therefore media including TV should report item on monosodium L-glutamate with responsibility and information based on scientific background for consumers to get reliable information.