Study On Resources Management System For Handling Online Negative Word Of Mouth In Automobile Domain

Negative word of mouth is huge amount of data online, widely distributed, spreading fast. For the car companies, negative word of mouth could easily have serious enterprise negative impact. Traditional processing methods cannot adapt to new features of the online negative word of mouth, companies involved in the excessive and could lead to negative effects. Thus, to establish a system for handling online negative word of mouth in automobile industry is particularly important.Based on the social media, using the user generated content as resources, this article designed effective information resource management framework and expression model, which using the product information in user generated content to help companies address the negative word of mouth issues of complainers, improve social media's user stickiness.The complainers, businesses and consumers among the social media have their own demands. Used as resources to resolve negative word of mouth, user generated content is wide variety of sources, and accessed to a huge number of low cost, while unstructured, fragmented and sparse of value, the system needs to have the appropriate function for processing.This paper designed a resource management system based on theory of Semantic Web and ontology, Information Extraction and storage mode of NoSql, including three subsystems——the Negative Word of Mouth Recognition, Solution matching, Repository Management. And taking the forum of Autohome for example, this paper described functional structure and working mechanism of the system in detail, and implement repository management and solution matching subsystem to verify the feasibility of the system.