The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.

Digital Marketing: Communicating, Selling and Connecting is an invaluable and vital tool for students seeking a comprehensive introduction to the subject of digital marketing. Written by a leading expert in the field, it is an unparalleled resource for students in marketing, as well as an accessible supplementary text for business and management students. Covering digital marketing's background and development, its practical challenges and unique benefits, and its operational foundations, this textbook introduces both technological and marketing concepts. It culminates with discussion of the future of digital marketing in an increasingly networked world. Key Features: In-depth introductions to the foundations and basic operating principles of digital marketing Multiple chapters covering consumer decision making online, and how digital marketing affects the consumer Chapters on service technology and visual design, for a deeper understanding of digital marketing Coverage of digital marketing in both B2B and B2C contexts Discussion of legal and ethical aspects of digital marketing Discussion questions in each chapter to promote engagement with the material and deepen student understanding. Charles Hofacker has drawn on extensive expertise to create an invaluable resource. Written for undergraduate students of marketing and digital marketing this textbook will be useful for anyone looking for an introduction to the subject.

Getting to the top can seem like an impossible mission to those in junior and middle manager ranks. Sometimes it can feel like top leadership is an exclusively male club, only accessible to those already highly networked via family and private schooling.

Stepping Up debunks the notion of what a typical leader should look like, or where they are from Leadership is an option for anyone with leadership ambition. Forget climbing the corporate ladder, nowadays success is more about criss-crossingacross multiple roles and companies, and possessing a continuous learning appetite for new opportunities and welcoming new responsibilities.

Follow the practical five point framework on how to step up and get to the top:

1.Vision - How to set out a clear and compelling vision of the future of the organization
2.Votes - How to create networks of followership, and alliances of equals, so that others rise with you and shore up a consensus/buy-in to your vision
3.Victories - How to establish a track record of wins with your teams to demonstrate success
4.Values - How to be authentic, how to bring out your key talents and strengths for benefit of all
5.Velocity - How to bring energy to every situation, and how to energize and enthuse those around you

Fundamentals of Organizational Communication presents organizational communication concepts within a unique competency-based approach which incorporates personal knowledge, interpersonal sensitivity, communication skills, and ethical values. Blending theory, analysis, and practice, this Eighth Edition provides an extensive introduction to major organizational communication issues, theories, and skills, enabling students to immediately apply the concepts presented. NEW! Pearson's Reading Hour Program for Instructors Interested in reviewing new and updated texts in Communication? Click on the below link to choose an electronic chapter to preview...Settle back, read, and receive a Penguin paperback for your time! http://www.pearsonhighered.com/readinghour/comm

John Gray, who changed the way people view gender differences with his #1 international bestseller Men Are from Mars, Women Are from Venus, now brings his insights to the business world.

In How to Get What You Want at Work, Gray analyzes the ways men and women misunderstand and misinterpret each other in the workplace, and he offers practical advice on reducing unnecessary conflict and frustration.

How to Get What You Want at Work will:

• Increase your performance by giving you the tools to improve communication, promote teamwork, and enhance working relationships.
• Increase your productivity by providing a greater awareness and appreciation of the diverse characteristics within each of us—and how these differences can positively or negatively affect productivity.
• Increase your effectiveness by empowering you to overcome frustration and resolve conflict in difficult communication situations.
• Increase your morale by utilizing interactive techniques that will promote respect and build trust.

Applying his trademark practical advice to everyday office issues, John Gray will teach you how to achieve your goals and how to make the workplace a source of fulfillment.