The Discourse of Customer Service Tweets PDF Download

Author: Ursula Lutzky
Publisher: Bloomsbury Publishing
ISBN: 1350090697
Category : Language Arts & Disciplines
Languages : en
Pages : 232

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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

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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: Joanna Thornborrow
Publisher: Routledge
ISBN: 131757995X
Category : Social Science
Languages : en
Pages : 210

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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: Paolo Gerbaudo
Publisher: Pluto Press
ISBN: 9780745332499
Category : Political Science
Languages : en
Pages : 216

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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: Innocent Chiluwa
Publisher:
ISBN: 9781536154528
Category : Communication in politics
Languages : en
Pages : 0

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Book Description
Social media has increasingly become a strong factor that shapes how we communicate about social and political ideas. And it has been argued that Twitter and other social media platforms empower voices that were previously marginalized, hold governments accountable and provides opportunities for individuals to network and campaign to achieve social and political reforms. In this collection of chapters, authors from different academic disciplines, coming from different social and political backgrounds and experiences have explored the increasing transformative potentials of Twitter for group advocacy. The chapters further illustrate how Twitter serves as a forum for spreading awareness and information on social events, as well as for social activism and political discourse. Some of the topics explored include: Understanding the potential of Twitter for political activism; Digital Trump and conflict: A multi-method analysis; The use of Twitter as complementary press on the disappearance of the Malaysia Airlines Flight MH370; Constructing transnational identity through Twitter activism: A discourse study of #FGM; LGBT social media activism in India; Online activism in Mali: a study of digital discourses of the Movement for the Liberation of Azawad; Sousveilance Twitter: activists' pro-democracy governance from below in Middle East; Twitter's ethics of freedom in the aftermath of November 2015 Paris attacks through the lens of the anonymous collective, etc. This collection of chapters written by experts, and budding academics from different disciplines, will be an invaluable handbook and serves as resource materials for students, scholars and practitioners of Communication, Political Science and International Relations, Law, Linguistics, Journalism and Media Studies.

Author: Mathias Hörlesberger
Publisher: GRIN Verlag
ISBN: 3960956363
Category : Computers
Languages : en
Pages : 121

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Book Description
We have reached a point of connectivity and information sharing unprecedented in human history, undoubtedly influencing all spheres of society. Since the introduction of the web 2.0 and with it the rise of social media platforms, human connectivity has steadily continued increasing. This connectivity also promotes news and statements from different religions. Mathias Hörlesberger explores how social media and alternative Salafi networks on Twitter challenge the notion of Jihad within a global religious context. Hörlesberger examines online group behaviour, and particularly religious group behaviour. He contributes to the lacking debate on religion and Network Society and New Media Communication. By analyzing Twitter content of three Muslim scholars and juxtaposing their content with the ways ISIS uses its Twitter accounts, Hörlesberger adds to the ongoing debate of netwar. In this book: - ISIS; - jihad; - Muslim; - Islam; - web 2.0

Author: Anthony McEnery
Publisher: Springer
ISBN: 1137431733
Category : Language Arts & Disciplines
Languages : en
Pages : 310

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Book Description
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.

Author: Camilla Vasquez
Publisher: Bloomsbury Publishing
ISBN: 1441153098
Category : Language Arts & Disciplines
Languages : en
Pages : 224

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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.

Author: Dhiraj Murthy
Publisher: John Wiley & Sons
ISBN: 0745665101
Category : Computers
Languages : en
Pages : 220

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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: Brian L. Ott
Publisher: Routledge
ISBN: 0429620365
Category : Language Arts & Disciplines
Languages : en
Pages : 73

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Book Description
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.