The Discourse of Customer Service Tweets PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download The Discourse of Customer Service Tweets PDF full book. Access full book title The Discourse of Customer Service Tweets by Ursula Lutzky. Download full books in PDF and EPUB format.
Author: Ursula Lutzky
Publisher: Bloomsbury Publishing
ISBN: 1350090697
Category : Language Arts & Disciplines
Languages : en
Pages : 232
Get Book Here
Book Description
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.
Author: Ursula Lutzky
Publisher: Bloomsbury Publishing
ISBN: 1350090697
Category : Language Arts & Disciplines
Languages : en
Pages : 232
Get Book Here
Book Description
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.
Author: Michele Zappavigna
Publisher: A&C Black
ISBN: 1441138714
Category : Language Arts & Disciplines
Languages : en
Pages : 330
Get Book Here
Book Description
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.
Author: Michele Zappavigna
Publisher: A&C Black
ISBN: 1441141863
Category : Language Arts & Disciplines
Languages : en
Pages : 241
Get Book Here
Book Description
Examination of the effects of social media innovations on electronically mediated discourse, focusing on interaction.
Author: Joanna Thornborrow
Publisher: Routledge
ISBN: 131757995X
Category : Social Science
Languages : en
Pages : 210
Get Book Here
Book Description
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.
Author: Sirpa Leppanen
Publisher: Routledge
ISBN: 1317230132
Category : Language Arts & Disciplines
Languages : en
Pages : 330
Get Book Here
Book Description
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.
Author: Paolo Gerbaudo
Publisher: Pluto Press
ISBN: 9780745332499
Category : Political Science
Languages : en
Pages : 216
Get Book Here
Book Description
Tweets and the Streets analyses the culture of the new protest movements of the 21st century. From the Arab Spring to the "indignados" protests in Spain and the Occupy movement, Paolo Gerbaudo examines the relationship between the rise of social media and the emergence of new forms of protest. Gerbaudo argues that activists' use of Twitter and Facebook does not fit with the image of a "cyberspace" detached from physical reality. Instead, social media is used as part of a project of re-appropriation of public space, which involves the assembling of different groups around "occupied" places such as Cairo's Tahrir Square or New York's Zuccotti Park. An exciting and invigorating journey through the new politics of dissent, Tweets and the Streets points both to the creative possibilities and to the risks of political evanescence which new media brings to the contemporary protest experience.
Author: John H. Parmelee
Publisher: Lexington Books
ISBN: 0739165003
Category : Business & Economics
Languages : en
Pages : 257
Get Book Here
Book Description
Politics and the Twitter Revolution: How Tweets Influence the Relationship between Political Leaders and the Public by John H. Parmelee and Shannon L. Bichard is the first comprehensive examination of how Twitter is used politically. Surveys and in-depth interviews with political Twitter users answer several important questions, including: Who follows the political leaders on Twitter, and why? How persuasive are political tweets? Is political Twitter use good for democracy? These and other questions are answered from theoretical perspectives, such as uses and gratifications, word-of-mouth communication, selective exposure, innovation characteristics, and the continuity-discontinuity framework. In addition, content analysis and frame analysis illustrate how political leaders' tweets frame their policies and personalities. The findings in Politics and the Twitter Revolution show Twitter to be surprisingly influential on political discourse. Twitter has caused major changes in how people engage politically. Followers regularly take actions that are requested in leaders' tweets, and, in many cases, leaders' tweets shape followers' political views more than friends and family. Other findings raise concerns. For some, Twitter use contributes to political polarization, and there is frequently a disconnect between what followers expect from leaders on Twitter and what those leaders are giving them.
Author: Ursula Lutzky
Publisher: John Benjamins Publishing
ISBN: 9027256322
Category : Language Arts & Disciplines
Languages : en
Pages : 304
Get Book Here
Book Description
This volume provides new insights into the nature of the Early Modern English discourse markers marry, well and why through the analysis of three corpora (A Corpus of English Dialogues, 1560-1760, the Parsed Corpus of Early English Correspondence, and the Penn-Helsinki Parsed Corpus of Early Modern English). By combining both quantitative and qualitative approaches in the study of pragmatic markers, innovative findings are reached about their distribution throughout the period 1500-1760, their attestation in different speech-related text types as well as similarities and differences in their functions. Additionally, this work engages in a sociopragmatic study, based on the sociopragmatically annotated Drama Corpus of almost a quarter of a million words, to enhance our understanding about their use by characters of different social status and gender. This volume therefore constitutes an essential piece of the puzzle in our attempt to gain a full picture of discourse marker use.
Author: Dhiraj Murthy
Publisher: John Wiley & Sons
ISBN: 0745665101
Category : Computers
Languages : en
Pages : 184
Get Book Here
Book Description
Twitter has become a household name, discussed both for its role in prominent national elections, natural disasters, and political movements, as well as for what some malign as narcissistic “chatter.” This book takes a critical step back from popular discourse and media coverage of Twitter, to present the first balanced, scholarly engagement of this popular medium. In this timely and comprehensive introduction, Murthy not only discusses Twitter’s role in our political, economic, and social lives, but also draws a historical line between the telegraph and Twitter to reflect on changes in social communication over time. The book thoughtfully examines Twitter as an emergent global communications medium and provides a theoretical framework for students, scholars, and tweeters to reflect critically on the impact of Twitter and the contemporary media environment. The book uses case studies including citizen journalism, health, and national disasters to provide empirically rich insights and to help decipher some of the ways in which Twitter and social media more broadly may be shaping contemporary life.
Author: Camilla Vásquez
Publisher: Bloomsbury Publishing
ISBN: 1441153098
Category : Language Arts & Disciplines
Languages : en
Pages : 217
Get Book Here
Book Description
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.
