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.

E-collaboration is a tool that breaks the boundaries of activities within and between organizations. E-collaboration technologies are making it easier than ever for people to work together no matter where they happen to be. Succeeding with collaboration at a level where it represents a competitive advantage requires a broad approach. Internal social networks can circumvent bureaucratic boundaries and facilitate information sharing activities among individuals across hierarchies and divisions or departments. This allows organizations to acquire resources or competencies from external sources that otherwise would be difficult or expensive to access. Accordingly, organizations focus more on their own areas of competence and gain a competitive advantage by acquiring richer content and better solutions in a creative and cost-effective way. Challenging times can provide new opportunities that need to be detected at the right time. There must be many other sources of competitive advantages which should support the main source of competitive value. Competitive advantage may be gained if the organization is able to find sources of competitive advantage in time of economic crises. Organizations have rapidly deployed technology solutions, such as collaboration tools and cloud computing, which enable their employees to work remotely and continue these organizational operations, especially during times of crisis. E-Collaboration Technologies and Strategies for Competitive Advantage Amid Challenging Times focuses on e-collaboration technologies, strategies, and solutions from a perspective of organizational competitive advantage, including e-collaboration technologies' situation and solutions, innovation systems, competition and strategies, marketing, and growth capabilities. The book presents a full understanding on e-collaboration technologies, strategies, and solutions in organizations, and provides insight for how to develop e-collaboration technologies, strategies, and solutions more generally so as to simultaneously leverage potential benefit and guard against potential risk, promoting organizational competitive advantage amid challenging times. This book is ideally intended for policymakers, government officials, corporate heads of firms, managers, managing directors, practitioners, researchers, academicians, and students seeking information on the e-collaboration technologies being employed in businesses in times of crisis.

The digital age has introduced a deeper sense of connectivity in business environments. By relying more heavily on current technologies, organizations now experience more effective communication and collaboration opportunities. Online Collaboration and Communication in Contemporary Organizations is a critical scholarly resource that identifies the new practices and techniques for leading, knowledge sharing, and learning through the use of online collaboration. Featuring coverage on a broad range of topics such as online leadership, intercultural competence, and e-ethics, this book is geared toward professionals, managers, and researchers seeking current research on new practices for online collaboration and communication.

Because insights can be viewed as fragments of knowledge collected through experience and education, they are not easily communicated to organizational leaders. Successful organizational leaders make use of different strategies to effectively communicate insights at various levels and types of organizations, from both academic and perspectives. Synthesizing creative, critical, and existential insights across analytics, communication, and management provides an intersection to address a need for an edited collection of original research in this area. Effective Strategies for Communicating Insights in Business is an essential reference book that provides relevant theoretical frameworks, critical and creative insights, and the latest empirical research findings in communication approaches within organizations. Covering topics that include knowledge transfer, data visualization, and decision making, the book seeks to inspire the understanding of effective strategies for improving organizational performance through improved utilization of insights in different types of work communities, environments, and contexts. The target audience of this book is composed of executives and managers, as well as professionals, academicians, students, and researchers working in the field of analytics, business, communication, and knowledge management across various disciplines, for example, decision science, organizational behavior, political science, communication sciences, administrative sciences, and management.