Mining whining in support forums with frictionary

Andrew Ko. Mining whining in support forums with frictionary. In Joseph A. Konstan, Ed H. Chi, Kristina Höök, editors, CHI Conference on Human Factors in Computing Systems, CHI '12, Extended Abstracts Volume, Austin, TX, USA, May 5-10, 2012. pages 191-200, ACM, 2012. [doi]