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The Discourse of Customer Service Tweets

2021-10-21 Language Arts & Disciplines
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Release : 2021-10-21
Genre : Language Arts & Disciplines
Kind : eBook
Book Rating : 697/5 ( reviews)

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Book Synopsis The Discourse of Customer Service Tweets by : Ursula Lutzky

Download or read book The Discourse of Customer Service Tweets written by Ursula Lutzky. This book was released on 2021-10-21. Available in PDF, EPUB and Kindle. Book excerpt: 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

2012-02-23 Language Arts & Disciplines
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Release : 2012-02-23
Genre : Language Arts & Disciplines
Kind : eBook
Book Rating : 863/5 ( reviews)

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Book Synopsis Discourse of Twitter and Social Media by : Michele Zappavigna

Download or read book Discourse of Twitter and Social Media written by Michele Zappavigna. This book was released on 2012-02-23. Available in PDF, EPUB and Kindle. Book excerpt: Examination of the effects of social media innovations on electronically mediated discourse, focusing on interaction.

The Discourse of Public Participation Media

2014-11-20 Social Science
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Release : 2014-11-20
Genre : Social Science
Kind : eBook
Book Rating : 95X/5 ( reviews)

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Book Synopsis The Discourse of Public Participation Media by : Joanna Thornborrow

Download or read book The Discourse of Public Participation Media written by Joanna Thornborrow. This book was released on 2014-11-20. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Discourse of Online Consumer Reviews

2014-06-19 Language Arts & Disciplines
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Release : 2014-06-19
Genre : Language Arts & Disciplines
Kind : eBook
Book Rating : 098/5 ( reviews)

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Book Synopsis The Discourse of Online Consumer Reviews by : Camilla Vásquez

Download or read book The Discourse of Online Consumer Reviews written by Camilla Vásquez. This book was released on 2014-06-19. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Social Media Discourse, (Dis)identifications and Diversities

2016-12-08 Language Arts & Disciplines
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Release : 2016-12-08
Genre : Language Arts & Disciplines
Kind : eBook
Book Rating : 132/5 ( reviews)

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Book Synopsis Social Media Discourse, (Dis)identifications and Diversities by : Sirpa Leppanen

Download or read book Social Media Discourse, (Dis)identifications and Diversities written by Sirpa Leppanen. This book was released on 2016-12-08. Available in PDF, EPUB and Kindle. Book excerpt: 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.

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