Tag: Tweets

Free Download Ursula Lutzky, "Discourse of Customer Service Tweets, The: Planes, Trains and Automated Text Analysis "
English | ISBN: 1350090689 | 2021 | 234 pages | PDF | 4 MB
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.

Free Download Judith E. Rosenbaum, "Constructing Digital Cultures: Tweets, Trends, Race, and Gender"
English | ISBN: 1498546900 | 2017 | 344 pages | EPUB | 2 MB
Announcing presidential decisions, debating social issues, disputing the latest developments in television shows, and sharing funny memes-Twitter has become a space where ordinary citizens and world-leaders alike share their thoughts and ideas. As a result, some argue Twitter has leveled the playing field, while others reject this view as too optimistic. This has led to an ongoing debate about the platform’s democratizing potential and whether activity on Twitter engenders change or merely magnifies existing voices. Constructing Digital Cultures explores these issues and more through an in-depth examination of how Twitter users collaborate to create cultural understandings. Looking closely at how user-generated narratives renegotiate dominant ideas about gender and race, it provides insight into the nature of digital culture produced on Twitter and the platform’s potential as a virtual public sphere. This volume investigates arenas of discussion often seen on Twitter-from entertainment and popular culture to politics, social justice issues, and advertising-and looks into how members of ethnic minority groups use and relate to the platform. Through an in-depth examination of individual expressions, the different kinds of dialogue that characterize the platform, and various ways in which people connect, Constructing Digital Cultures provides a critical, empirically based consideration of Twitter’s potential as an inclusive, egalitarian public sphere for the modern age.