“Silent Orality”: Toward a Conceptualization of the Digital Oral Features in CMC and SMS Texts

Soffer, Oren

doi:10.1111/j.1468-2885.2010.01368.x

Cited by 83 publications

(30 citation statements)

References 37 publications

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“…On the one hand, we could expect an informal style to be comparatively more effective because it helps to 'humanize' the company, conveying friendliness, approachability and trustworthiness (Gretry et al 2017;Kelleher 2009). In addition, an informal style may be considered more appropriate on social media given that the language people use on these platforms tends to be informal and conversational (Soffer 2010;Zappavigna 2012). On the other hand, an argument could be made that a formal style is more effective because it conveys professionalism and respect by emphasizing interpersonal distance between the staff member and the customer.…”

Section: Conceptual Model and Hypothesesmentioning

confidence: 99%

Responding Effectively to Customer Feedback on Twitter: A Mixed Methods Study of Webcare Styles

Fuoli

Clarke

Wiegand

et al. 2020

Applied Linguistics

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Social media offer an unprecedented opportunity for companies to interact more closely with customers and market their products and services. But social media also present reputational risks as negative word-of-mouth can spread more quickly and widely through these platforms than ever before. This study investigates how companies respond to customer complaints on Twitter. We propose an innovative mixed methods approach (i) to identify the key features that mark the styles used by a sample of companies in their replies to customers and (ii) to determine the most effective strategies for responding to complaints. Our results reveal that an affective style, expressed through devices such as stance markers, emphatics, and amplifiers, elicits the most positive response from complainants, regardless of the formality of the message. The study advances our understanding of the features and effects of corporate social media discourse. It also provides business communication practitioners with linguistically grounded insights that can inform the development of appropriate strategies for dealing with negative word-of-mouth online.

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Section: Conceptual Model and Hypothesesmentioning

confidence: 99%

Responding Effectively to Customer Feedback on Twitter: A Mixed Methods Study of Webcare Styles

Fuoli

Clarke

Wiegand

et al. 2020

Applied Linguistics

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“…The study centred on empirical analysis of a small corpus of on-line advice. Internet research has many advantages over other methods: (1) it allows direct access to data from authentic interactions without the researcher potentially influencing results or biasing the data collection processes; (2) since the data, although written, also exhibits features of spoken language (Soffer, 2010, Yates, 1996, Yus, 2010, researchers can tap into what speakers actually say or write rather than speculate about or infer from speakers' intuitions or knowledge of prescribed norms, which are not always reliable indicators of behaviour; (3) it can yield a large number of linguistic tokens that can be used easily to create a corpus without the time and effort involved in transcribing oral interactions. The data collected was analysed through web content analysis (Herring, 2010), a method well suited to systematically explore the quality and quantity of particular properties of the language used on-line.…”

Section: The Present Studymentioning

confidence: 99%

Gendered discursive practices on-line

Eisenchlas

2012

Journal of Pragmatics

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The following research questions guided this study's enquiry into gender and CMC in Spanish language: Research Question 1: Is there a relationship between the sex of advice-givers and the linguistic realisation of their advice offers vis a vis the perceived sex of the advice-seeker? Research Question 2: Is there a relationship between the sex of advicereceivers and the linguistic realisation of advice offers they receive? Research Question 3: Do advice-givers conform to expected responsesdisplaying emotional expression for females, and lacking emotion for malesregardless of the gender of advice-receivers, or are advice-givers' behaviours affected by sex information about their interlocutors? 3.1 Methodological approach

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“…Sumby and Pollak, 1954). Finally, further work on modality effects may help to understand if the prevalence of writing in everyday communication through computer-mediated conversation (see Soffer, 2010) is having an influence in the cultural evolution of language.…”

Section: Resultsmentioning

confidence: 99%

Modality effects in the cultural evolution of language: An experimental iterated learning approach

Perelman

2019

Onomázein

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Journal of linguistics, philology and translation ONOMÁZEIN 45 (September 2019): 103 -125 Fernanda Weinstein Perelman Modality effects in the cultural evolution of language: An experimental iterated learning approach 104 Cultural evolution has been proposed as the mechanism by which human languages' distinct features emerge. One of such features is structure, which is regarded as an optimal solution to the competing pressures for simplicity and expressivity in language learning and use. A recent experimental iterated learning study shows that structure can emerge from an unstructured language under these competing pressures, by implementing both a learning and a communication task in a transmission chain setup. However, as most iterated learning experiments, it was run on a written modality, which might be problematic if the aim is to drive conclusions about language in general-writing is not language's default modality and was not present in early stages of language evolution.The present study carried out a partial replication of the aforementioned experiment, contrasting a written condition (analogous to the original) with a spoken condition, in order to test for possible modality effects. Results for the written condition did not replicate those in Kirby et al. (2015) in any of the measures, suggesting that motivational factors could have played a crucial role in the previous findings. This hinders the interpretations of modality effects and suggests the need of further work. Abstract

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“Silent Orality”: Toward a Conceptualization of the Digital Oral Features in CMC and SMS Texts

Cited by 83 publications

References 37 publications

Responding Effectively to Customer Feedback on Twitter: A Mixed Methods Study of Webcare Styles

Responding Effectively to Customer Feedback on Twitter: A Mixed Methods Study of Webcare Styles

Gendered discursive practices on-line

Modality effects in the cultural evolution of language: An experimental iterated learning approach

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