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"Investigating digital business discourse on Twitter, 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 40 different companies, Ursula Lutzky discusses the use of the microblogging site by businesses for purposes of customer communication. With Twitter being adopted as a professional service channel by many transport operators, this book features an empirical analysis of train companies and airlines making use of the platform to provide updates and travel assistance, often on a 24/7 basis. From managing conflicts in the midst of strike action to coordinating the delivery of toilet roll to an unfortunate train passenger, Twitter allows transport operators to communicate with their customers in real time, for better or for worse. Analysing patterns of language use as well as platform specific features, such as hashtags, for their communicative functions, this book 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, The Discourse of Customer Service Tweets also provides practical applications for customer service development."--

Customer services. --- Social media. --- Twitter (Firm) --- Twitter.

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Social media --- Internet --- Propaganda, Russian --- Presidents --- Election security --- Political aspects --- Political aspects --- Election --- Facebook (Firm) --- Twitter (Firm) --- Facebook (Firm) --- Twitter (Firm) --- 2016 --- United States.

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Online social networks --- Social media --- Social media and society --- Political aspects --- Facebook (Firm) --- Twitter (Firm)

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Sie fragen sich, wie Sie auf Instagram authentisch und glaubw|rdig mit Ihrer Kundschaft und Influencern ins Gespr̃ch kommen, wie Sie |ber LinkedIn oder einen Podcast Mitarbeiter:innen gewinnen und ob Sie bei TikTok einsteigen sollten? Sie suchen praxistaugliche Antworten auf typische Fragen des Social-Media-Alltags? Sie m̲chten eine Social-Media-Strategie entwickeln, die wirklich zu Ihrem Unternehmen passt? Bereits in der 6. Auflage bietet Ihnen dieses Standardwerk solides und in der Praxis erprobtes Grundwissen, Best Practices f|r Unternehmen jeder Gr̲ße und jede Menge Anregungen und Inspiration. Inklusive: Wie unterscheiden sich Twitter, Instagram, Facebook, TikTok und Co.? Wie sieht professionelles Monitoring und konsequente Erfolgskontrolle aus? Was tun bei Shitstorms und wie geht man mit Hatern und Trollen um? Mit einem Leitfaden des bekannten Rechtsexperten Thomas Schwenke zu typischen Social-Media-Rechtsfragen und vielen Tipps, wie Sie sich mit den richtigen Tools die t̃gliche Arbeit erleichtern k̲nnen.

Internet marketing. --- Marketing --- Online social networks. --- Social media. --- Social aspects. --- Twitter (Firm) --- Facebook (Firm) --- Instagram (Firm)

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Commercial crimes. --- Corporations --- EDGAR (Information retrieval system) --- Going public (Securities) --- Investments. --- Stocks --- Finance. --- Twitter (Firm)