The Discourse Of Customer Service Tweets
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The Discourse Of Customer Service Tweets
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Author : Ursula Lutzky
language : en
Publisher: Bloomsbury Publishing
Release Date : 2021-10-21
The Discourse Of Customer Service Tweets written by Ursula Lutzky and has been published by Bloomsbury Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-10-21 with Language Arts & Disciplines categories.
The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.
Discourse Of Twitter And Social Media
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Author : Michele Zappavigna
language : en
Publisher: A&C Black
Release Date : 2012-02-23
Discourse Of Twitter And Social Media written by Michele Zappavigna and has been published by A&C Black this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-02-23 with Language Arts & Disciplines categories.
Social media such as microblogging services and social networking sites are changing the way people interact online and search for information and opinions. This book investigates linguistic patterns in electronic discourse,looking at online evaluative language, Internet slang, memes and ambient affiliation using a large Twitter corpus (over 100 million tweets) alongside specialized case studies. The author argues that we are currently witnessing a cultural movement from online conversation to what can be termed 'searchable talk' - online talk where people affiliate by making their discourse findable (for example, via metadata such as Twitter hashtags) by others holding similar interests. This cutting edge text will be of interest to all scholars and students dealing with electronically mediated discourse.
Customer Encounters On Twitter
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Author : Anna Tereszkiewicz
language : en
Publisher:
Release Date : 2021-08-02
Customer Encounters On Twitter written by Anna Tereszkiewicz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-02 with Corporations categories.
This book presents a discussion of the properties of customer encounters conducted on brand profiles on Twitter. The author characterizes consumer messages containing positive evaluation and complaints posted on company profiles.
The Discourse Of Public Participation Media
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Author : Joanna Thornborrow
language : en
Publisher: Routledge
Release Date : 2014-11-20
The Discourse Of Public Participation Media written by Joanna Thornborrow and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-20 with Social Science categories.
The Discourse of Public Participation Media takes a fresh look at what ‘ordinary’ people are doing on air – what they say, and how and where they get to say it. Using techniques of discourse analysis to explore the construction of participant identities in a range of different public participation genres, Joanna Thornborrow argues that the role of the ‘ordinary’ person in these media environments is frequently anything but. Tracing the development of discourses of public participation media, the book focusses particularly on the 1990s onwards when broadcasting was expanding rapidly: the rise of the TV talk show, increasing formats for public participation in broadcast debate and discussion, and the explosion of reality TV in the first decade of the 21st century. During this period, traditional broadcasting has also had to move with the times and incorporate mobile and web-based communication technologies as new platforms for public access and participation - text and email as well as the telephone - and an audience that moves out of the studio and into the online spaces of chat rooms, comment forums and the ‘twitterverse’. This original study examines the shifting discourses of public engagement and participation resulting from these new forms of communication, making it an ideal companion for students of communication, media and cultural studies, media discourse, broadcast talk and social interaction.
Delivering Effective Social Customer Service
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Author : Martin Hill-Wilson
language : en
Publisher: John Wiley & Sons
Release Date : 2013-10-23
Delivering Effective Social Customer Service written by Martin Hill-Wilson and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-10-23 with Business & Economics categories.
Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.
Social Media Discourse Dis Identifications And Diversities
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Author : Sirpa Leppanen
language : en
Publisher: Routledge
Release Date : 2016-12-08
Social Media Discourse Dis Identifications And Diversities written by Sirpa Leppanen and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-12-08 with Language Arts & Disciplines categories.
This volume serves as an in-depth investigation of the diversity of means and practices that constitute (dis)identification and identity construction in social media. Given the increasing prevalence of social media in everyday life and the subsequent growing diversity in the types of participants and forms of participation, the book makes the case for a rigorous analysis of social media discourses and digital literacy practices to demonstrate the range of semiotic resources used in online communication that form the foundation of (dis)identification processes. Divided into two major sections, delineating between the (dis)identification of the self across various social categories and the (dis)identification of the self in relation to the "other", the book employs a discourse-ethnographic approach to highlight the value of this type of theoretical framework in providing nuanced descriptions of identity construction in social media and illuminating their larger, long-term societal and cultural implications. This volume is a key resource for researchers, and students in sociolinguistics, discourse studies, computer-mediated communication, and cultural studies.
Corpora And Discourse Studies
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Author : Anthony McEnery
language : en
Publisher: Springer
Release Date : 2015-07-21
Corpora And Discourse Studies written by Anthony McEnery and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-07-21 with Language Arts & Disciplines categories.
This edited collection brings together contemporary research that uses corpus linguistics to carry out discourse analysis. The book takes an inclusive view of the meaning of discourse, covering different text-types or modes of language, including discourse as both social practice and as ideology or representation.
The Discourse Of Food Blogs
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Author : Daniela Cesiri
language : en
Publisher: Routledge
Release Date : 2020-02-13
The Discourse Of Food Blogs written by Daniela Cesiri and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-02-13 with Language Arts & Disciplines categories.
This volume adopts a multidisciplinary perspective in analyzing and understanding the rich communicative resources and dynamics at work in digital communication about food. Drawing on data from a small corpus of food blogs, the book implements a range of theoretical frameworks and methodological approaches to unpack the complexity of food blogs as a genre of computer-mediated communication. This wide-ranging framework allows for food blogs’ many layered components, including recipes, photographs, narration in posts, and social media tie-ins, to be unpacked and understood at the structural, visual, verbal, and discourse level in a unified way. The book seeks to provide a comprehensive account of this popular and growing genre and contribute to our understandings of digital communication more generally, making this key reading for students and scholars in computer-mediated communication, multimodality, critical discourse analysis, corpus linguistics, and pragmatics.
The Discourse Of Online Consumer Reviews
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Author : Camilla Vasquez
language : en
Publisher: Bloomsbury Publishing
Release Date : 2014-06-19
The Discourse Of Online Consumer Reviews written by Camilla Vasquez and has been published by Bloomsbury Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-06-19 with Language Arts & Disciplines categories.
The Discourse of Online Reviews is the first book to provide an account of the discursive, pragmatic and rhetorical features of this rapidly growing form of technologically-mediated communication. Examining a corpus of over 1,000 consumer reviews, Camilla Vásquez explores many of the discourse features that are characteristic of this new, user-generated, computer-mediated and primarily text-based genre. She investigates the language used by reviewers as they forge connections with their audiences to draw them into their stories, as they construct their expertise and authority on various subjects and as they evaluate and assess their consumer experiences. She also demonstrates how reviewers display their awareness about emerging conventions of the very genre in which they are participating. This book adopts an eclectic approach to the analysis of discourse, and explores topics such as evaluation, identity and intertextuality as they occur in online reviews of hotels, restaurants, recipes, films and other consumer products.
The Twitter Presidency
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Author : Brian L. Ott
language : en
Publisher: Routledge
Release Date : 2019-01-24
The Twitter Presidency written by Brian L. Ott and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-24 with Language Arts & Disciplines categories.
The Twitter Presidency explores the rhetorical style of President Donald J. Trump, attending to both his general manner of speaking as well as to his preferred modality. Trump’s manner, the authors argue, reflects an aesthetics of white rage, and it is rooted in authoritarianism, narcissism, and demagoguery. His preferred modality of speaking, namely through Twitter, effectively channels and transmits the affective dimensions of white rage by taking advantage of the platform’s defining characteristics, which include simplicity, impulsivity, and incivility. There is, then, a structural homology between Trump’s general communication practices and the specific platform (Twitter) he uses to communicate with his base. This commonality between communication practices and communication platform (manner and modality) struck a powerful emotive chord with his followers, who feel aggrieved at the decentering of white masculinity. In addition to charting the defining characteristics of Trump’s discourse, The Twitter Presidency exposes how Trump’s rhetorical style threatens democratic norms, principles, and institutions.