@techreport{TD:100059,
	att_abstract={{Social media sites like twitter continue to grow at a fast pace.
People of all generations use social media to exchange messages
and share experiences of their life in a timely fashion.
Most of these sites make their data available. An intriguing
question is can we exploit this real-time and giant data-flow
to improve business in a measurable way. In this paper, we
are particularly interested in tweets (twitter messages) that
are relevant to mobile network performance. We compare
tweets with traditional source of user experience, i.e. customer
care tickets, and correlate both of them with network
incident reports. From our study, we have the following observations.
First, twitter users and users who call customer
service tend to report different types of performance issues.
Second, users on twitter are more accurate and faster to report
network problems that impact user experiences. Third,
tweets can show some short term performance impairments,
which are not recorded in incidents reports. These observations
prove that twitter a complimentary source for monitoring
network performance and their impact on user experiences.}},
	att_authors={jw2129, zg2325, jy1348, jf6737},
	att_categories={},
	att_copyright={{ACM}},
	att_copyright_notice={{(c) ACM, 2010. This is the author's version of the work. It is posted here by permission of ACM for your personal use. Not for redistribution.
The definitive version was published in ACM Internet Measurement Conference  {{, 2010-11-01}}.}},
	att_donotupload={},
	att_private={false},
	att_projects={},
	att_tags={},
	att_techdoc={true},
	att_techdoc_key={TD:100059},
	att_url={http://web1.research.att.com:81/techdocs_downloads/TD:100059_DS1_2010-05-21T15:59:31.234Z.pdf},
	author={Jia Wang and Zihui Ge and Jennifer Yates and Junlan Feng and Jun Xu and Tongqing Qiu},
	institution={{ACM/USENIX Internet Measurement Conference}},
	month={November},
	title={{Listen to Me if You can: Tracking user experience of mobile network on social media}},
	year=2010,
}