The Discourse of Customer Service Tweets

The Discourse of Customer Service Tweets
Author: Ursula Lutzky
Publisher: Bloomsbury Publishing
Total Pages: 232
Release: 2021-10-21
Genre: Language Arts & Disciplines
ISBN: 1350090697

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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.

The Discourse of Customer Service Tweets

The Discourse of Customer Service Tweets
Author: Ursula Lutzky
Publisher: Bloomsbury Publishing
Total Pages: 236
Release: 2021-10-21
Genre: Language Arts & Disciplines
ISBN: 1350090700

Download The Discourse of Customer Service Tweets Book in PDF, Epub and Kindle

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

Discourse of Twitter and Social Media
Author: Michele Zappavigna
Publisher: A&C Black
Total Pages: 330
Release: 2012-02-23
Genre: Language Arts & Disciplines
ISBN: 1441138714

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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.

The Discourse of Public Participation Media

The Discourse of Public Participation Media
Author: Joanna Thornborrow
Publisher: Routledge
Total Pages: 210
Release: 2014-11-20
Genre: Social Science
ISBN: 131757995X

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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.

Discourse and Social Media

Discourse and Social Media
Author: Gwen Bouvier
Publisher: Routledge
Total Pages: 229
Release: 2018-02-02
Genre: Language Arts & Disciplines
ISBN: 131727699X

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Discourse and Social Media is a unique and timely collection that breaks ground on how discourse scholars, coming from a range of disciplinary perspectives, can critically analyse different social media, including YouTube, Facebook, Twitter, and News. The book fills a gap in the market for a multi-disciplinary collection for analysing the discourse of social media. In providing a thorough review of the field to date, the opening chapter considers some of the common and divergent interests and priorities that exist in social media discourse analysis. It also discusses the wider methodological and theoretical implications which social media analysis brings to the process of discourse analysis, as new forms of connections and communication call us to re-think the static models that we have been using. The rest of the collection draws on different traditions in discourse studies, including Critical Discourse Analysis, Sociolinguistics, Pragmatics, Foucaultian analysis and Multimodality, to bring several unique approaches to critically analysing social media from a discourse perspective. Each ground-breaking chapter shows how different forms of social media data can best be selected, analysed, and dealt with critically. As a whole, Discourse and Social Media provides a go-to resource for social media scholars, as well as graduate students. The book is a significant contribution to the development of the field at this present shifting time. This book was originally published as a special issue of the Journal of Multicultural Discourses.

Tweets and the Streets

Tweets and the Streets
Author: Paolo Gerbaudo
Publisher: Pluto Press
Total Pages: 216
Release: 2012-10-30
Genre: Political Science
ISBN: 9780745332499

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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.

No One Is Talking About This

No One Is Talking About This
Author: Patricia Lockwood
Publisher: Penguin
Total Pages: 224
Release: 2021-02-16
Genre: Fiction
ISBN: 0593189604

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FINALIST FOR THE 2021 BOOKER PRIZE & A NEW YORK TIMES TOP 10 BOOK OF 2021 WINNER OF THE DYLAN THOMAS PRIZE “A book that reads like a prose poem, at once sublime, profane, intimate, philosophical, witty and, eventually, deeply moving.” —New York Times Book Review, Editors’ Choice “Wow. I can’t remember the last time I laughed so much reading a book. What an inventive and startling writer…I’m so glad I read this. I really think this book is remarkable.” —David Sedaris From "a formidably gifted writer" (The New York Times Book Review), a book that asks: Is there life after the internet? As this urgent, genre-defying book opens, a woman who has recently been elevated to prominence for her social media posts travels around the world to meet her adoring fans. She is overwhelmed by navigating the new language and etiquette of what she terms "the portal," where she grapples with an unshakable conviction that a vast chorus of voices is now dictating her thoughts. When existential threats--from climate change and economic precariousness to the rise of an unnamed dictator and an epidemic of loneliness--begin to loom, she posts her way deeper into the portal's void. An avalanche of images, details, and references accumulate to form a landscape that is post-sense, post-irony, post-everything. "Are we in hell?" the people of the portal ask themselves. "Are we all just going to keep doing this until we die?" Suddenly, two texts from her mother pierce the fray: "Something has gone wrong," and "How soon can you get here?" As real life and its stakes collide with the increasingly absurd antics of the portal, the woman confronts a world that seems to contain both an abundance of proof that there is goodness, empathy, and justice in the universe, and a deluge of evidence to the contrary. Fragmentary and omniscient, incisive and sincere, No One Is Talking About This is at once a love letter to the endless scroll and a profound, modern meditation on love, language, and human connection from a singular voice in American literature.

Discourse Markers in Early Modern English

Discourse Markers in Early Modern English
Author: Ursula Lutzky
Publisher: John Benjamins Publishing
Total Pages: 304
Release: 2012
Genre: Language Arts & Disciplines
ISBN: 9027256322

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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.

Twitter

Twitter
Author: Dhiraj Murthy
Publisher: John Wiley & Sons
Total Pages: 184
Release: 2013-09-04
Genre: Computers
ISBN: 0745665101

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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.

Corpus Approaches to Discourse

Corpus Approaches to Discourse
Author: Charlotte Taylor
Publisher: Routledge
Total Pages: 255
Release: 2018-01-31
Genre: Language Arts & Disciplines
ISBN: 1351716069

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Corpus linguistics has now come of age and Corpus Approaches to Discourse equips students with the means to question, defend and refine the methodology. Looking at corpus linguistics in discourse research from a critical perspective, this volume is a call for greater reflexivity in the field. The chapters, each written by leading authorities, contain an overview of an emerging area and a case-study, presenting practical advice alongside theoretical reflection. Carefully structured with an introduction by the editors and a conclusion by leading researcher, Paul Baker, this is key reading for advanced students and researchers of corpus linguistics and discourse analysis.