From today's CONTENT listserv:
Pullman, McGuire, and Cleveland. 2005. "Let Me Count the Words: Quantifying Open-Ended Interactions with Guests." Cornell Hotel and Restaurant Administration Quarterly 46:3, p 323-43.
The authors demonstrate how to analyze responses to open-ended survey questions using software that supports content analysis and other linguistic analyses (WordStat). They also discuss various ways to analyze data, and compare these techniques with more traditional qualitative techniques for assessing responses to open-ended questions.
For those who haven't had the chance to try it out, WordStat (indeed, the entire Provalis suite) is an amazing program. Expensive, but amazing. Of course, there is the 30-day FREE trial...