On paper
The sentiment of the customer is often made, captured, and then printed out on paper. It is common for many organizations to use paper and to continue to use paper as the media on which the voice of the customer is transformed.
The problem with paper is that in order for paper to be used in analysis, the words on the paper must be captured and transformed into electronic text. Stated differently, the words on the paper must be transformed into an electronic format in order for the computer to be able to analyze the information.
There are two basic modes that paper-based document images can be captured: in a simple image (or snapshot) mode and in an electronic cognizant mode.
In the simple image snapshot mode, the document is captured but the words are still unknown to the computer. The words can be read by a human but the computer has no awareness of the words. A simple paper-based document image is like a Polaroid snapshot. The words are there but they are not electronically...
