scholarly journals Communication Channels

2021 ◽  
Author(s):  
Anca Constantinescu-Dobra ◽  
Mădălina-Alexanda Coțiu
Keyword(s):  
Social Media ◽  
Communication Channel ◽  
Online Shopping ◽  
Digital Communication ◽  
Communication Channels ◽  
High Quality ◽  
Online Engagement ◽  
Fast Moving Consumer Goods ◽  
Social Media Platforms ◽  
E Mail

The scope of the chapter is to discuss changes in usage of digital communication channels before and during the Covid-19 pandemic. Consumers in both industrial and fast-moving consumer goods markets are considered. The chapter comprises a suggestive overview, followed by conclusions on trends expected in digital communication channels usage due to the shifts in consumer behavior caused by the pandemic. Digital communication channels analyzed include websites, sales pages, social media platforms, as well as e-mail marketing, and blogs. Consumers in Generations X, Y and Z, and their preferences for the different communication channels are analyzed. Results indicate an increased interest of all generations for social media, especially following the Covid-19 pandemic. E-mail marketing also remains an important communication channel across all three generations, while the interest in websites and blogs varies. All consumers favor high quality, attractive content displayed irrespective of the communication channel used. Trends identified suggest the interest for online shopping and online engagement with brands will remain sustained after the lift of the various restrictions imposed by the pandemic. It is therefore important that brands ensure a strong online presence and engage with their audiences based on their consumers preferred communication channels.

Tweeting for Service

2015 ◽  
pp. 111-129
Author(s):  
Ilaria Dalla Pozza ◽  
Natalie T. Wood ◽  
Janée N. Burkhalter
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Communication Channel ◽  
Communication Channels ◽  
Channel Choice ◽  
Product Service ◽  
Social Media Platforms ◽  
Purchase Process ◽  
Depth Interviews ◽  
Service Interactions

The purpose of this chapter is to examine the use of Twitter as a communication channel for customer service interactions. The authors discuss the topic of multichannel communication outlets and how popular social media platforms such as Twitter influence the channel choice patterns of today's customers. The chapter presents the findings of in-depth interviews with 50 customers of a major European telecommunications provider aimed at understanding their motivation to use Twitter for service interactions and how Twitter impacts their use of traditional communication channels including telephones and in-person customer representative interactions. Findings reveal that Twitter is a complement for traditional channels. Further, the number of different channels a customer engages with during a particular purchase process is a function of the customer's knowledge for both the channel and the product/service in question.

Customer Experience: Extracting Topics From Tweets

2021 ◽  
pp. 147078532110475
Author(s):  
Manit Mishra
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Latent Dirichlet Allocation ◽  
Online Shopping ◽  
Customer Experience ◽  
Process Failure ◽  
Shopping Experience ◽  
Social Media Platforms ◽  
Media Platform ◽  
Moments Of Truth

The ubiquity of social media platforms facilitates free flow of online chatter related to customer experience. Twitter is a prominent social media platform for sharing experiences, and e-retail firms are rapidly emerging as the preferred shopping destination. This study explores customers’ online shopping experience tweets. Customers tweet about their online shopping experience based on moments of truth shaped by encounters across different touchpoints. We aggregate 25,173 such tweets related to six e-retailers tweeted over a 5-year period. Grounded on agency theory, we extract the topics underlying these customer experience tweets using unsupervised latent Dirichlet allocation. The output reveals five topics which manifest into customer experience tweets related to online shopping—ordering, customer service interaction, entertainment, service outcome failure, and service process failure. Topics extracted are validated through inter-rater agreement with human experts. The study, thus, derives topics from tweets about e-retail customer experience and thereby facilitates prioritization of decision-making pertaining to critical service encounter touchpoints.

scholarly journals Live Shopping dalam Industri Komunikasi Digital melalui Instagram

Prologia ◽  
2020 ◽  
Vol 4 (1) ◽  
pp. 67
Author(s):  
Vinia Fransiska ◽  
Sinta Paramita
Keyword(s):  
Social Media ◽  
Online Shopping ◽  
Digital Communication ◽  
Qualitative Approach ◽  
Marketing Communication ◽  
Communication Industry ◽  
Communications Industry ◽  
Long Time ◽  
Limited Duration

Live shopping is an online shopping activity that is done directly and within a certain duration. This research discusses the live shopping process in the digital communication industry.. The theory used is the theory of marketing communication, social media, Instagram, and digital communication. This study discusses the phenomenon of live shopping activity in the digital communications industry. The method used is a case study with a qualitative approach and using the techniques of interview, observation, and documentation. The results of this study can be seen that the live shopping activity that uses social media to utilize the features of Instagram namely Stories. The birth of live shopping is based on the phenomenon that has been formed over a long time, namely ‘jastip’. Goods sold in the live shopping activity are also more diverse than shop online as usual. It also offers more interactive shopping activities and fun so that buyers feel the thrill of shopping directly on the spot and the limited duration so that the buyers will be encouraged with time. Before live shopping, sellers will promote it by using Instagram Ads or endorsement to influencers. It can be concluded that the live shopping process starts with 3 main steps, promotion, interaction, and transaction. Live shopping merupakan suatu kegiatan berbelanja secara online yang dilakukan secara langsung dan dalam durasi tertentu saja. Penelitian ini membahas tentang proses live shopping dalam industri komunikasi digital. Teori yang digunakan adalah teori komunikasi pemasaran, media sosial, Instagram, dan komunikasi digital. Metode yang digunakan adalah studi kasus dengan pendekatan kualitatif dan menggunakan teknik wawancara, observasi, serta dokumentasi. Hasil penelitian ini dapat diketahui bahwa kegiatan live shopping yang menggunakan media sosial Instagram ini memanfaatkan fitur Instagram yaitu Instagram Stories. Lahirnya live shopping didasari oleh fenomena yang sudah terbentuk lebih lama yaitu jasa titip atau jastip. Barang yang dijual dalam kegiatan live shopping juga lebih beragam dibandingkan berbelanja online seperti biasa. Kegiatan ini juga menawarkan kegiatan belanja yang lebih interaktif dan menyenangkan sehingga pembeli merasakan sensasi berbelanja langsung di tempat dan durasi waktu yang terbatas sehingga pembeli akan berpacu dengan waktu. Sebelum melakukan kegiatan live shopping, penjual terlebih dahulu akan memasarkannya dengan memanfaatkan fitur Instagram ads atau endorsement kepada influencer. Untuk itu dapat disimpulkan bahwa proses live shopping dimulai dari 3 langkah utama yaitu promosi, interaksi, dan terakhir transaksi. 

The Effects of Social Media Content Created by Human Brands on Engagement: Evidence from Indian General Election 2014

2021 ◽  
Author(s):  
Rakesh R. Mallipeddi ◽  
Ramkumar Janakiraman ◽  
Subodha Kumar ◽  
Seema Gupta
Keyword(s):  
Social Media ◽  
Chief Executive Officers ◽  
Chief Executive ◽  
Media Content ◽  
Online Engagement ◽  
Social Media Engagement ◽  
Social Media Platforms ◽  
Key Drivers ◽  
Executive Officers ◽  
Human Brands

With human brands or individual celebrities in fields ranging from sports to politics increasingly using social media platforms to engage with their audience, it is important to understand the key drivers of online engagement. Using Twitter data from the political domain, we show that positive and negative-toned content receive higher engagement, as measured by retweets, than mixed or neutral toned tweets. However, less popular human brands generate higher social media engagement from positive-toned content compared with more popular human brands. Therefore, we recommend that popular human brands (e.g., popular politicians or chief executive officers) keep their content objective rather than emotional. Furthermore, the tone of related brands (i.e., human brands who belong to the same political party) has a strong reinforcement effect; that is, social media engagement is higher when the tone of the focal human brand and related brands are the same and lower when the tones are different. Therefore, we prescribe that human brands actively coordinate their social media content with related brands to generate higher engagement. From human brands’ perspective, our findings recommend a comprehensive social media strategy, which takes into account the tone of content, tone of related brands’ content, and human brands’ popularity.

Adoption of Social Media as Communication Channels in Government Agencies

2018 ◽  
pp. 773-807
Author(s):  
Reemiah Alotaibi ◽  
Muthu Ramachandran ◽  
Ah-Lian Kor ◽  
Amin Hosseinian-Far
Keyword(s):  
Social Media ◽  
Communication Channel ◽  
Communication Channels ◽  
Extensive Literature ◽  
Public Agencies ◽  
Wide Range ◽  
Level Of Use ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media has become an integral part of many people's lives around the world. The main use of this communication channel is to connect with social circles. It is also widely used for commercial and business purposes. Governments are also keen to use social media as an alternative to the traditional communication channels. Nonetheless, when the level of use of social media in the government is compared to other fields, a clear gap becomes apparent. This chapter investigates the adoption of social media as a communication channel between citizens, public agencies and government departments; and considers a wide range of factors that affect the issue from the perspective of public agencies. This chapter presents an extensive literature review and proposes a framework that organises the critical factors that affect public agencies' efforts while implementing social media. We also provide a list of hypotheses to validate and evaluate the significance of these factors.

scholarly journals Violence and Trolling on Social Media

2020 ◽  
Keyword(s):  
Social Media ◽  
Media Studies ◽  
Digital Communication ◽  
Media History ◽  
Media Discourse ◽  
Fake News ◽  
Life And Death ◽  
Theoretical Approaches ◽  
Social Media Platforms ◽  
Insight Into

‘Trolls for Trump’, virtual rape, fake news — social media discourse, including forms of virtual and real violence, has become a formidable, yet elusive, political force. What characterizes online vitriol? How do we understand the narratives generated, and also address their real-world — even life-and-death— impact? How can hatred, bullying, and dehumanization on social media platforms be addressed and countered in a post-truth world? Violence and Trolling on Social Media: History, Affect, and Effects of Online Vitriol unpacks discourses, metaphors, dynamics, and framing on social media, in order to begin to answer these questions. Written for and by cultural and media studies scholars, journalists, political philosophers, digital communication professionals, activists and advocates, this book connects theoretical approaches from cultural and media studies with practical challenges and experiences ‘from the field’, providing insight into a rough media landscape.

scholarly journals DAKWAH BERBASIS MEDIA DAN KOMUNIKASI VISUAL

2021 ◽  
Vol 2 (2) ◽  
pp. 179
Author(s):  
Ari Wibowo
Keyword(s):  
Social Media ◽  
Information And Communication Technology ◽  
Communication Technology ◽  
Visual Communication ◽  
Digital Communication ◽  
Visual Communication Design ◽  
Communication Design ◽  
Digital Era ◽  
Social Media Platforms ◽  
Information And Communication

This article describes the concept of digitizing da'wah based on visual communication design. The advancement of information and communication technology disrupts various aspects of life including how to preach the da'i. This is both a challenge and an opportunity for preachers to develop da'wa media that are relevant to today's civilization. One of the concepts offered is a visual communication design. This design concept is very relevant to today's conditions (digital era) and can be a reference for preachers, especially for packaging creative and interesting da'wah content on various social media platforms. This article is enriched with literature studies to clarify the concept of visual communication and its relation to da'wah. The observation technique is used to provide an overview of the portrait of visual communication design which is applied in the preaching of Facebook, YouTube, and the website. As a result, there are four social media that can be used as a media for preaching based on visual communication, namely, Facebook, WhatsApp, Instagram, and YouTube. Furthermore, there are three forms of digital communication based on visual communication that is widely used in social media, namely da'wah posters, da'wah cartoons, and da'wah videos.

scholarly journals Between opportunities and threats – an analysis of Brazilian Landless Workers’ movement experiences with new media technologies

2016 ◽  
Author(s):  
Paola Madrid Sartoretto
Keyword(s):  
Social Media ◽  
New Media ◽  
Digital Communication ◽  
Main Concern ◽  
Clear Separation ◽  
Media Technologies ◽  
Social Media Platforms ◽  
Landless Workers Movement ◽  
And Control ◽  
Communicative Processes

Recent discussions and research about the uses of digital social media platforms by social movements and protest organizations have raised questions about threats and challenges represented by these technologies. There is also a debate on whether digital social media platforms can contribute to establish and strengthen long-standing oppositional groups and structural change. In this context, this article analyses how the Brazilian Landless Workers Movement (MST) experiences and views the use of digital social media platforms in its communicative processes. Based on interviews and observations, the article shows how MST militants present ambivalent views towards platforms such as Facebook and Twitter and towards the dynamics of digital communication. Conclusions point that the main concern is threat to the organic collective character of the movement posed by individualistic digital social media platforms. Different from contemporary protest organisations, MST sees a clear separation between the movement and its media. The goal is to appropriate of and control media technologies, which brings many difficulties when dealing with digital social media platforms.

scholarly journals Understanding Digital Consumer: Generation Z Online Shopping Prefences

2019 ◽  
Vol 8 (2) ◽  
pp. 925-929
Keyword(s):  
Social Media ◽  
Information Needs ◽  
Online Shopping ◽  
Descriptive Analysis ◽  
Marketing Strategies ◽  
Online Marketing ◽  
Digital Marketing ◽  
Generation Z ◽  
First Choice ◽  
Social Media Platforms

This research tests the preferences of generation Z in online shopping, which platforms they use more often and become their choice in shopping online. This study used a direct survey to collect data from 513 respondents with consumers intercepting randomly in several locations Survey questions are compiled from previous research questions and focus group discussions (FGD). the collected data is processed qualitatively uses descriptive analysis to clearly describe the preferences of generation Z. The results showed that generation z preference on online shopping was influenced by high visual-person involvement with images or images, the need for justice, instant thinking, clear information needs in online shopping affecting their choice of social media as a first choice but they also appreciated the market places platform because of its convenience features. Generation Z was chosen in this study because this generation has an important role in determining the standards of online marketing. This research is important for the world of digital marketing where the results of this study are useful to support the planning of effective and efficient digital marketing strategies. Online shopping has become a trend today and can be done more easily through the presence of an online shopping platform. Nevertheless social media is also an alternative in shopping online. Many of consumers use social media platforms to shop online. Both types of platforms, which are preferred and what determines the preferences for shopping online is really important to understand for help business to decide effective and efficient marketing strategies for them

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