Analyzing the Genre Structure of Chinese Call-Center Communication

Xu, Xunfeng; Wang, Yan; Forey, Gail; Lan, Li

doi:10.1177/1050651910371198

Cited by 14 publications

(2 citation statements)

References 29 publications

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“…Genre coding is an established research methodology in the fields of rhetoric (Grabill & Pigg, 2012;Kane, 2020;Larson et al, 2016;Omizo, Clark et al, 2019;Omizo, Meeks et al, 2021;Propen & Lay Schuster, 2010), writing studies (Madden & Tarabochia, 2021), and English for specific (Flowerdew, 2016) and academic purposes (Chang & Kuo, 2011;Flowerdew, 2000). In BTC, genre coding has been used to study the contrasting feedback given by novice and expert communities (Dannels & Martin, 2008) and English and Chinese call centers (Xu et al, 2010), artifactual analysis of professional writing genres such as multimodal crowdsourced proposals (Feng et al, 2023), content marketing materials such as websites and portfolios (Wall & Spinuzzi, 2018), job rejection letters (Thominet, 2020), science and engineering Kickstarter proposals (Mehlenbacher, 2017), and industry white papers (Campbell & Naidoo, 2017), with the latter three studies adopting what has become known as Swalesean move analysis. A move analysis (Samraj, 2002;Swales, 1990;Swales & Najjar, 1987;Upton & Cohen, 2009) attempts to decompose texts into their constitutive and conventionalized rhetorical actions that "move" readers through arguments.…”

Section: Research On Genre Codingmentioning

confidence: 99%

Automating Research in Business and Technical Communication: Large Language Models as Qualitative Coders

Omizo

2024

Journal of Business and Technical Communication

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The emergence of large language models (LLMs) has disrupted approaches to writing in academic and professional contexts. While much interest has revolved around the ability of LLMs to generate coherent and generically responsible texts with minimal effort and the impact that this will have on writing careers and pedagogy, less attention has been paid to how LLMs can aid writing research. Building from previous research, this study explores the utility of AI text generators to facilitate the qualitative coding research of linguistic data. This study benchmarks five LLM prompting strategies to determine the viability of using LLMs as qualitative coding, not writing, assistants, demonstrating that LLMs can be an effective tool for classifying complex rhetorical expressions and can help business and technical communication researchers quickly produce and test their research designs, enabling them to return insights more quickly and with less initial overhead.

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Section: Research On Genre Codingmentioning

confidence: 99%

Automating Research in Business and Technical Communication: Large Language Models as Qualitative Coders

Omizo

2024

Journal of Business and Technical Communication

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“…In this study, I used rhetorical genre analysis, a common method in both writing studies and discourse analysis. Genre analysis has been used to examine a range of everyday, academic, and professional texts, including research article introductions (Swales, 1990), scholarly multimedia (Ball, 2012), design presentations (Dannels, 2009(Dannels, , 2011, online reviews ( De Jong & Burgers, 2013;Thominet, 2016), and call-center interactions (Xu, Wang, Forey, & Li, 2010). In addition to describing current practice, many genre analyses have offered models to improve teaching practices (Kain & Wardle, 2005;Marshall, 1991;Russell, 1997;Walker, 1999).…”

Section: Coding For Genre Moves and Move Strategiesmentioning

confidence: 99%

We’ve Selected a Candidate Who More Closely Fits Our Current Needs: A Genre Analysis of Academic Job-Refusal Letters

Thominet

2019

Journal of Business and Technical Communication

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For many, the academic job-search process involves experiencing rejection, self-doubt, and depression. And a common form of communication during this process—job-refusal letters—can reinforce these negative experiences. This article uses rhetorical genre analysis to study 131 academic job-refusal letters and the applicants’ perceptions of these letters. First it constructs a model of the common genre moves in the sample of letters, giving specific examples of variation in these moves. Then it correlates these moves with the applicants’ perceptions of the letters they received, analyzing the results for statistically significant variations in patterns of applicant perceptions. Based on these analyses, the author argues that the most typified genre moves do not contribute to applicants’ feeling valued. Instead, letters building goodwill through less typified moves and language are often more effective. Ultimately, he argues that we can make the job-search process more humane by attending to the specifics of the full range of interactions between applicants and institutions.

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Bridging boundaries across genre traditions

Mwinlaaru

2017

FOL

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This study explores the benefits of a synergy between ESP research on genre and theoretical dimensions of Systemic Functional Linguistics (SFL). It models genre on SFL dimensions and employs this model to analyse 200 biodata written by Applied Linguistics scholars, 100 each from research articles and seminar posters. Data were analysed from contextual, logico-semantic and lexicogrammatical perspectives. The findings reveal five generic stages in biodata. The frequency distribution of these stages and the phases that realise them shows variation between research article bios and seminar bios. The most frequent logico-semantic (or rhetorical) relations identified among stages and phases are of the expansion type, namely addition and elaboration, Further, collocational frameworks are used in organising some generic phases into waves of meaning and in construing different identities. Finally, evaluative resources, in the form of lexical bundles, modification and circumstantial elements in the clause, are employed by writers to boost their professional achievements and promote themselves. These findings contribute to theoretical discussions on genre and the scholarship on the interface between identity construction and academic writing, and also motivate further research.

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Analyzing the Genre Structure of Chinese Call-Center Communication

Cited by 14 publications

References 29 publications

Automating Research in Business and Technical Communication: Large Language Models as Qualitative Coders

Automating Research in Business and Technical Communication: Large Language Models as Qualitative Coders

We’ve Selected a Candidate Who More Closely Fits Our Current Needs: A Genre Analysis of Academic Job-Refusal Letters

Bridging boundaries across genre traditions

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