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

Autor: Erika Darics, Jane Lockwood

Publikováno v: Discourse and Communication, 17(1), 3-22. SAGE Publications Inc.

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 webch

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::b9fbbbcb8405c7c43c374f5e76dd5996
https://doi.org/10.1177/17504813221123843

Talking a team into being in online workplace collaborations: The discourse of virtual work

Autor: Erika Darics, Maria Cristina Gatti

Publikováno v: Discourse Studies. 21:237-257

Digital communication technologies led to a revolution in how people interact at work: relying on computer-mediated communication technologies is now a must, rather than an alternative. This empirical study investigates how colleagues in a virtual te

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::70763ac375c8c20313d26ee35b4adcab
https://doi.org/10.1177/1461445619829240

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

Autor: Erika Darics, Jonathan Clifton

Publikováno v: Applied Linguistics
Applied Linguistics, Oxford University Press (OUP): Policy E-Oxford Open Option D, 2019, 40 (6), pp.917-936. ⟨10.1093/applin/amy040⟩
Applied Linguistics, 2019, 40 (6), pp.917-936. ⟨10.1093/applin/amy040⟩

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, th

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::bd0b75d28e918826c91719ec4267f72e
https://doi.org/10.1093/applin/amy040

E-Leadership or 'How to Be Boss in Instant Messaging?' The Role of Nonverbal Communication

Autor: Erika Darics

Doing leadership in the virtual realm has now become a routine part of many leaders’ daily work, yet our understanding of how leadership is enacted in mediated contexts—especially in text-only channels—is very limited. By applying micro-level a

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::c7f693e5f62d2211bf5ba8f6cf625345
https://publications.aston.ac.uk/id/eprint/31587/1/E_Leadership_or_How_to_Be.pdf

Critical Language and Discourse Awareness in Management Education

Autor: Erika Darics

Communication and, through it, language have become key elements of business and organizational life. How organizations interact within their walls and with the outside world fundamentally affects business processes, creating organizational culture,

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::77628b0f314874f17237b9b728e08863
https://publications.aston.ac.uk/id/eprint/39162/1/Critical_Language_and_Discourse_Awareness_in_Management_Education.pdf