A network-based concept extraction for managing customer requests in a social media care context

Thematic Analysis as a New Culturomic Tool: The Social Media Coverage on COVID-19 Pandemic in Italy

The COVID-19 pandemic influenced people’s everyday lives because of the health emergency and the resulting socio-economic crisis. People use social media to share experiences and search for information about the disease more than before. This paper aims at analysing the discourse on COVID-19 developed in 2020 by Italian tweeters, creating a digital storytelling of the pandemic. Employing thematic analysis, an approach used in bibliometrics to highlight the conceptual structure of a research domain, different time slices have been described, bringing out the most discussed topics. The graphical mapping of these topics allowed obtaining an easily readable representation of the discourse, paving the way for novel uses of thematic analyses in social sciences.