Instant messaging in work-based virtual teams: the analysis of non-verbal communication used for the contextualisation of transactional and relational communicative goals

In this thesis, I use a multi-perspectival analytical approach to investigate the paralanguage of naturally occurring work-based Instant Message conversations. My research into the field of computer-mediated discourse analysis (CMDA) has shown that written non-verbal cues have been considered as important means of contextualising text-based computer-mediated communication (CMC), yet their scholarly treatment has been scant. Previous findings about the importance paralanguage in CMD have been further strengthened by the findings of the field of business communication: in the virtual work environment the lack of audio-visual information has been found to contribute to miscommunication and consequently hinder cooperation. The linguistic devices and discursive strategies that are used in order to compensate for the limitations imposed by the text-based communicative channel have therefore been identified as in need of further exploration. In this thesis, I have outlined a CMC cue system based on the previous findings of CMDA to investigate the range of cues used as non-verbal signals in workplace text- based CMC. I have also used a multi-perspectival approach based on the theoretical frameworks of interactional sociolinguistics, communities of practice, relational work and politeness and conversation analysis (CA) in order to investigate the range of interactional roles of paralanguage during computer-mediated business conversations. The interpretive CA-informed analysis I have conducted has provided evidence of the important role of non-verbal signals during the contextualisation of complex transactional and relational communicative goals in the workplace. The analysis in this thesis has provided two significant results: firstly, by incorporating the findings of research into paralanguage of spoken as well as other written genres it resulted in a comprehensive description of the orthographic and typographic non-verbal cues used in text-based CMC and, secondly, by drawing on the multi-perspectival framework, it allowed for a description of the complex interactional functions of these cues during the contextualisation of content and relational intent and the creation of interactional coherence in IM

‘I’m actually shocked of how rude you are!’ Communication challenges in webchat-based customer service

Computer-mediated webchat is fast replacing voice support in customer service. Whilst previous studies have explored how communication breaks down in customer service voice exchange in off-shored/outsourced multinational companies; studies into webchat exchange in the same industries are scarce. Given the high stakes of customer service interactions – for example customer satisfaction, return intention and loyalty to the company – there is an urgent need to understand how conversations unfold, in a linguistic sense, in successful and unsuccessful service. This study, using interactional linguistics, has used a close interpretative process to analyse instances of problematic exchange showing two key causes of communicative disruption. This first relates to disrupted turn adjacency where the sequence and flow of the exchange becomes confusing. The second relates to conceptual misunderstandings of terms in the exchange that may have multiple meanings. As workplaces invest millions of dollar in recruiting, training and appraising global webchat agents to serve their customers, the findings of this study can fruitfully inform webchat training and coaching that impact performance at work and provide high satisfaction to customers

Engaging the public:English local government organisations’ social media communications during the COVID-19 pandemic

Communication has played a critical role during the initial response to the COVID-19 pandemic, and communicators have had a particularly difficult task in persuading different types of audience to comply with ever-changing regulations. Local government organisations play a crucial role in recontextualising the national messaging for a local audience and encouraging the public to comply with regulations. This paper investigates local government organisations’ (henceforth LGOs) engagement strategies in COVID-related posts on social media. In collaboration with LGOs in England, we examined their communication strategies on Twitter and Facebook during the second UK national lockdown of the COVID-19 pandemic in November-December 2020. Using methods from corpus-assisted discourse studies, the paper analyses the occurrence and functions of selected interactive engagement markers, in this case personal pronouns, questions and hashtags. We find that such linguistic features function to encourage engagement by (a) helping to foster relatedness through ambiguity; (b) creating autonomy-supporting communication; and (c) making messages ‘stand out’.Based on our corpus analysis, we discuss the initial response of the participating councils to our findings and outline future directions including the integration of multimodal approaches to studying the role of localised social media in national crisis management. We argue for more attention to be paid to the many local communicators who play an invaluable role in encouraging the public to comply with national measures in times of crisis

Engaging the public:English local government organisations’ social media communications during the COVID-19 pandemic

Communication has played a critical role during the initial response to the COVID-19 pandemic, and communicators have had a particularly difficult task in persuading different types of audience to comply with ever-changing regulations. Local government organisations play a crucial role in recontextualising the national messaging for a local audience and encouraging the public to comply with regulations. This paper investigates local government organisations’ (henceforth LGOs) engagement strategies in COVID-related posts on social media. In collaboration with LGOs in England, we examined their communication strategies on Twitter and Facebook during the second UK national lockdown of the COVID-19 pandemic in November-December 2020. Using methods from corpus-assisted discourse studies, the paper analyses the occurrence and functions of selected interactive engagement markers, in this case personal pronouns, questions and hashtags. We find that such linguistic features function to encourage engagement by (a) helping to foster relatedness through ambiguity; (b) creating autonomy-supporting communication; and (c) making messages ‘stand out’.Based on our corpus analysis, we discuss the initial response of the participating councils to our findings and outline future directions including the integration of multimodal approaches to studying the role of localised social media in national crisis management. We argue for more attention to be paid to the many local communicators who play an invaluable role in encouraging the public to comply with national measures in times of crisis

Engaging the public:English local government organisations’ social media communications during the COVID-19 pandemic

Communication has played a critical role during the initial response to the COVID-19 pandemic, and communicators have had a particularly difficult task in persuading different types of audience to comply with ever-changing regulations. Local government organisations play a crucial role in recontextualising the national messaging for a local audience and encouraging the public to comply with regulations. This paper investigates local government organisations’ (henceforth LGOs) engagement strategies in COVID-related posts on social media. In collaboration with LGOs in England, we examined their communication strategies on Twitter and Facebook during the second UK national lockdown of the COVID-19 pandemic in November-December 2020. Using methods from corpus-assisted discourse studies, the paper analyses the occurrence and functions of selected interactive engagement markers, in this case personal pronouns, questions and hashtags. We find that such linguistic features function to encourage engagement by (a) helping to foster relatedness through ambiguity; (b) creating autonomy-supporting communication; and (c) making messages ‘stand out’.Based on our corpus analysis, we discuss the initial response of the participating councils to our findings and outline future directions including the integration of multimodal approaches to studying the role of localised social media in national crisis management. We argue for more attention to be paid to the many local communicators who play an invaluable role in encouraging the public to comply with national measures in times of crisis

Engaging the public:English local government organisations’ social media communications during the COVID-19 pandemic

Communication has played a critical role during the initial response to the COVID-19 pandemic, and communicators have had a particularly difficult task in persuading different types of audience to comply with ever-changing regulations. Local government organisations play a crucial role in recontextualising the national messaging for a local audience and encouraging the public to comply with regulations. This paper investigates local government organisations’ (henceforth LGOs) engagement strategies in COVID-related posts on social media. In collaboration with LGOs in England, we examined their communication strategies on Twitter and Facebook during the second UK national lockdown of the COVID-19 pandemic in November-December 2020. Using methods from corpus-assisted discourse studies, the paper analyses the occurrence and functions of selected interactive engagement markers, in this case personal pronouns, questions and hashtags. We find that such linguistic features function to encourage engagement by (a) helping to foster relatedness through ambiguity; (b) creating autonomy-supporting communication; and (c) making messages ‘stand out’.Based on our corpus analysis, we discuss the initial response of the participating councils to our findings and outline future directions including the integration of multimodal approaches to studying the role of localised social media in national crisis management. We argue for more attention to be paid to the many local communicators who play an invaluable role in encouraging the public to comply with national measures in times of crisis

Engaging the public:English local government organisations’ social media communications during the COVID-19 pandemic

Communication has played a critical role during the initial response to the COVID-19 pandemic, and communicators have had a particularly difficult task in persuading different types of audience to comply with ever-changing regulations. Local government organisations play a crucial role in recontextualising the national messaging for a local audience and encouraging the public to comply with regulations. This paper investigates local government organisations’ (henceforth LGOs) engagement strategies in COVID-related posts on social media. In collaboration with LGOs in England, we examined their communication strategies on Twitter and Facebook during the second UK national lockdown of the COVID-19 pandemic in November-December 2020. Using methods from corpus-assisted discourse studies, the paper analyses the occurrence and functions of selected interactive engagement markers, in this case personal pronouns, questions and hashtags. We find that such linguistic features function to encourage engagement by (a) helping to foster relatedness through ambiguity; (b) creating autonomy-supporting communication; and (c) making messages ‘stand out’.Based on our corpus analysis, we discuss the initial response of the participating councils to our findings and outline future directions including the integration of multimodal approaches to studying the role of localised social media in national crisis management. We argue for more attention to be paid to the many local communicators who play an invaluable role in encouraging the public to comply with national measures in times of crisis

Making Applied Linguistics Applicable to Business Practice. Discourse Analysis as a Management Tool

This article makes a case for increasing the discursive awareness of practitioners and developing their discourse analytical skills. Although the importance of such an awareness is being increasingly recognized by scholars and practitioners alike, the insights of fine-grained discursive analyses of talk-in-interaction have rarely been seriously considered as resources for accomplishing managerial objectives. Consequently, reflecting on naturally occurring talk as a way of managing remains rare. In this article, we provide an illustration of how the in situ practice of telling stories of organizational change could give change initiators the tools with which to make visible, and thus actionable, the seen but unnoticed underlying assumptions, unshared information, and patterns of collective thinking about change. We close the article with a call for discourse analysis to be taken more seriously in management practice and training

Engaging the public:English local government organisations’ social media communications during the COVID-19 pandemic

Communication has played a critical role during the initial response to the COVID-19 pandemic, and communicators have had a particularly difficult task in persuading different types of audience to comply with ever-changing regulations. Local government organisations play a crucial role in recontextualising the national messaging for a local audience and encouraging the public to comply with regulations. This paper investigates local government organisations’ (henceforth LGOs) engagement strategies in COVID-related posts on social media. In collaboration with LGOs in England, we examined their communication strategies on Twitter and Facebook during the second UK national lockdown of the COVID-19 pandemic in November-December 2020. Using methods from corpus-assisted discourse studies, the paper analyses the occurrence and functions of selected interactive engagement markers, in this case personal pronouns, questions and hashtags. We find that such linguistic features function to encourage engagement by (a) helping to foster relatedness through ambiguity; (b) creating autonomy-supporting communication; and (c) making messages ‘stand out’. Based on our corpus analysis, we discuss the initial response of the participating councils to our findings and outline future directions including the integration of multimodal approaches to studying the role of localised social media in national crisis management. We argue for more attention to be paid to the many local communicators who play an invaluable role in encouraging the public to comply with national measures in times of crisis