[Purpose/significance] With the integrating development of e-government and the digital intelligence tech?

nology, evaluation of electronic public services is increasingly becoming the core path of public access to public servic?

es. At the same time,it also brings many obstacles to the information vulnerable groups such as the elderly and the dis?

abled. The existing researches mostly studied the demands of vulnerable groups from small samples such as question?

naire survey and interview, rarely used text mining to analyze online users’reviews on the utilization of electronic pub?

lic services of vulnerable groups. This paper will explore the opinion and appeals according to the online comment data,

and put forward corresponding suggestions to alleviate the obstacles of information vulnerable groups using electronic

public services.

[Method/process] This paper collects the related topic news from mainstream media, obtain hot events/topics by clustering algorithms, and collects all reviews according to the web links of specific events. A method of opinion mining and sentiment analysis for online reviews was constructed to analyze the opinion orientation, and the topic encoding of the appeal expression in reviews was carried out.[Result/conclusion]The theme of appeal topics of informationvulnerable groups using electronic public services includes information literacy, social support, technology interaction,and policy assistance. According to this, we further propose relevant suggestions to improve the information services.