@article{ART003235478},
author={Yoon Myung Hee and Kang keun young},
title={Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments},
journal={Journal of the Korean Society for Library and Information Science},
issn={1225-598X},
year={2025},
volume={59},
number={3},
pages={203-232}
TY - JOUR
AU - Yoon Myung Hee
AU - Kang keun young
TI - Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments
JO - Journal of the Korean Society for Library and Information Science
PY - 2025
VL - 59
IS - 3
PB - 한국문헌정보학회
SP - 203
EP - 232
SN - 1225-598X
AB - This study explores discovering latent library service demands through unstructured data analysis. We analyzed 8,186 civil complaints and 1,993 YouTube comments from 2024 using sentence-BERT embedding and clustering techniques. Five clusters from complaints and four from comments were integrated into five user segments: emotional empathy, information seeking, information needs and communication, institutional utilization, and civic participation types. These segments revealed complex motivations including identity formation, sense of belonging, and civic engagement beyond simple information needs. This exploratory study demonstrates the potential for identifying latent public library demand through online data analysis, suggesting information needs-based segmentation can enable targeted service strategies beyond traditional demographic approaches.
KW - Public Library;Latent Needs;Text-Mining;Marketing Strategy
DO -
UR -
ER -
Yoon Myung Hee and Kang keun young. (2025). Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments. Journal of the Korean Society for Library and Information Science, 59(3), 203-232.
Yoon Myung Hee and Kang keun young. 2025, "Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments", Journal of the Korean Society for Library and Information Science, vol.59, no.3 pp.203-232.
Yoon Myung Hee, Kang keun young "Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments" Journal of the Korean Society for Library and Information Science 59.3 pp.203-232 (2025) : 203.
Yoon Myung Hee, Kang keun young. Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments. 2025; 59(3), 203-232.
Yoon Myung Hee and Kang keun young. "Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments" Journal of the Korean Society for Library and Information Science 59, no.3 (2025) : 203-232.
Yoon Myung Hee; Kang keun young. Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments. Journal of the Korean Society for Library and Information Science, 59(3), 203-232.
Yoon Myung Hee; Kang keun young. Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments. Journal of the Korean Society for Library and Information Science. 2025; 59(3) 203-232.
Yoon Myung Hee, Kang keun young. Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments. 2025; 59(3), 203-232.
Yoon Myung Hee and Kang keun young. "Exploring Latent Demand for Public Libraries through Civil Complaints and YouTube Comments" Journal of the Korean Society for Library and Information Science 59, no.3 (2025) : 203-232.
