The title is: Usable Customer Intelligence from Social Media Data: Network Analytics meets Text Mining.
The paper shows on one side how to process text data to extract keywords and how to use those keywords for a sentiment analysis; on the other side shows how to interpret the inter-user connections inside a forum to quantify the authority of each user. Finally, it shows how to put together these measures (authority measure and sentiment measure) to better position each user of the forum.
The whole analysis has been implemented with KNIME nodes, beside one R Snippet code to calculate the authority weight of each user. This paper then shows that KNIME is now able to handle network analysis and text mining inside the same platform.