A c c e p t e d M a n u s c r i p t 2 Dr. Kafui Monu is an assistant professor of computer information systems at Savannah State University. He holds a doctoral degree from the University of British Columbia. Professor Monu's main area of research is system analysis and design, with special interest in helping developers meet user expectations through conceptual modeling. His work includes representing users' decision-making processes to system designers. Dr. Kofu's earlier work focused on disaster management and consumer marketing, and he is currently working in the area of social media, with additional interest in gamification. He is current President of AIS SIGGAME, an information systems research group focused on games, game-like applications, and game design. His recent work on game design theory has been mentioned in Gamasutra and Critical Distance. ABSTRACTBusiness organizations are beginning to recognize the substantial potential of social media for enhancing corporate communications with external stakeholders, including investors, customers, and the general public-all of whom can affect firms' financial future. Social media applications reach a wide spectrum of external stakeholders, help them express themselves and connect with one another, and engage them in ongoing conversations with the firm. Despite growing interest in this area, there has been limited research on this important topic. Accordingly, we focus on wikis, social networking sites, micro-blogging sites, and video-sharing sites, among many social media applications, and identify their respective beneficial attributes within the context of external communication. In so doing, we illuminate the prominent technical features of the four social media applications and review the existing literature in order to identify how business organizations take advantage of the unique features to facilitate their communicative activities in practice. We ground our analyses in validated conceptual frameworks in the fields of Information Systems and Communication, such as the notion of technology affordances and Hutton (1999)'s framework for public relations. As a result, we suggest the "Eight Affordances" of the four social Downloaded by [Imperial College London Library] at 10:33 06 April 2015 A c c e p t e d M a n u s c r i p t 3 media applications that help corporate communicators. This study expands the social media and technology affordance literature into the important, yet understudied, external communications field.

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Background Despite numerous counteracting efforts, antivaccine content linked to delays and refusals to vaccinate has grown persistently on social media, while only a few provaccine campaigns have succeeded in engaging with or persuading the public to accept immunization. Many prior studies have associated the diversity of topics discussed by antivaccine advocates with the public’s higher engagement with such content. Nonetheless, a comprehensive comparison of discursive topics in pro- and antivaccine content in the engagement-persuasion spectrum remains unexplored. Objective We aimed to compare discursive topics chosen by pro- and antivaccine advocates in their attempts to influence the public to accept or reject immunization in the engagement-persuasion spectrum. Our overall objective was pursued through three specific aims as follows: (1) we classified vaccine-related tweets into provaccine, antivaccine, and neutral categories; (2) we extracted and visualized discursive topics from these tweets to explain disparities in engagement between pro- and antivaccine content; and (3) we identified how those topics frame vaccines using Entman’s four framing dimensions. Methods We adopted a multimethod approach to analyze discursive topics in the vaccine debate on public social media sites. Our approach combined (1) large-scale balanced data collection from a public social media site (ie, 39,962 tweets from Twitter); (2) the development of a supervised classification algorithm for categorizing tweets into provaccine, antivaccine, and neutral groups; (3) the application of an unsupervised clustering algorithm for identifying prominent topics discussed on both sides; and (4) a multistep qualitative content analysis for identifying the prominent discursive topics and how vaccines are framed in these topics. In so doing, we alleviated methodological challenges that have hindered previous analyses of pro- and antivaccine discursive topics. Results Our results indicated that antivaccine topics have greater intertopic distinctiveness (ie, the degree to which discursive topics are distinct from one another) than their provaccine counterparts (t122=2.30, P=.02). In addition, while antivaccine advocates use all four message frames known to make narratives persuasive and influential, provaccine advocates have neglected having a clear problem statement. Conclusions Based on our results, we attribute higher engagement among antivaccine advocates to the distinctiveness of the topics they discuss, and we ascribe the influence of the vaccine debate on uptake rates to the comprehensiveness of the message frames. These results show the urgency of developing clear problem statements for provaccine content to counteract the negative impact of antivaccine content on uptake rates.

A carefully tailored tone in response to a complaint on social media can create positive emotions for an upset customer. However, very few studies have identified what response tones, based on an established theory, would be most effective for complaint management. This study conceptualizes a service agent's response tones based on Ballmer and Brennenstuhl's (1981) classification of speech acts and examines how an agent's use of speech acts elicit positive emotions for the complainant. Ballmer and Brennenstuhl classify speech acts within the dimensions of conventionality and dialogicality, and they suggest the two dimensions interact. Thus, we examine the impact of each dimension of speech acts and the interactions between the two dimensions on the elicitation of positive emotions for complainants. We collected over 100,000 tweets and classified firm agents’ speech acts and complainants’ emotions by designing deep learning architectures (i.e., bi-directional recurrent neural networks). Our fixed-effect regression results show that a low level of each speech act leads to the elicitation of customers’ positive emotions but that the combination of the two erodes the individual advantages. This study expands Ballmer and Brennenstuhl's (1981) speech act classification from a speaker's perspectives to a listener's perspectives by contextualizing it in an analysis of service agents’ tones and their roles in eliciting positive emotions among complainants.