Phone calls and emails from customers are not just events; they are significant milestones in customer relationships. This book presents a roadmap to significantly improving customer relationships, whether by phone, mail, fax, email, or Website, by getting the most out of call centre technology. The book bridges the business, technical and financial issues in building and managing a customer contact centre. It evaluates call centre technology and its practical implementation to foster enhanced customer satisfaction, while delivering results at a reasonable cost. The author explains how to transform a call centre into an effective cross media contact point staffed by people equipped with the appropriate tools, knowledge and skills to provide responsive answers to emails, faxes and calls requesting service and information. Further, the author explores how to make the call centre an engine of business growth by minimizing costs, enhancing customer satisfaction, and using technology to upsell and generate new revenues from existing customers.

"Johnson astutely reveals that franchises are not Borg-like assimilation machines, but, rather, complicated ecosystems within which creative workers strive to create compelling 'shared worlds.' This finely researched, breakthrough book is a must-read for anyone seeking a sophisticated understanding of the contemporary media industry." --Heather Hendershot, author ofWhat's Fair on the Air?: Cold War Right-Wing Broadcasting and the Public Interest While immediately recognizable throughout the U.S. and many other countries, media mainstays like X-Men, Star Trek, and Transformers achieved such familiarity through constant reincarnation. In each case, the initial success of a single product led to a long-term embrace of media franchising--a dynamic process in which media workers from different industrial positions shared in and reproduced familiar cultureacross television, film, comics, games, and merchandising. InMedia Franchising, Derek Johnson examines the corporate culture behind these production practices, as well as the collaborative and creative efforts involved in conceiving, sustaining, and sharing intellectual properties in media work worlds. Challengingconnotations of homogeneity, Johnson shows how the cultural and industrial logic of franchising has encouraged media industries to reimagine creativity as an opportunity for exchange among producers, licensees, and evenconsumers. Drawing on case studies and interviews with media producers, he reveals the meaningful identities, cultural hierarchies, and struggles for distinction that accompany collaboration within these production networks.Media Franchisingprovides a nuanced portrait of the collaborative cultural production embedded in both the media industries and our own daily lives.

The corporate and the social are crucial themes of our times. In the first decade of the twenty-first century, both individual lives and society were shaped by capitalist crisis and the rise of social media. But what marks the distinctively social character of "social media"? And how does it relate to the wider social and economic context of contemporary capitalism? The concept of Corporate Social Responsibility (CSR) is based on the idea that a socially responsible capitalism is possible; this suggests that capitalist media corporations can not only enable social interaction and cooperation but also be socially responsible. This book provides a critical and provocative perspective on Corporate Social Responsibility (CSR) in media and communication industries. It examines both the academic discourse on CSR and actual corporate practices in the media sector, offering a double critique that reveals contradictions between corporate interests and social responsibilities. Marisol Sandoval's political economic analysis of Apple, AT&T, Google, HP, Microsoft, News Corp, The Walt Disney Company and Vivendi shows that media and communication in the twenty-first century are confronted with fundamental social responsibility challenges. From software patents and intellectual property rights to privacy on the Internet, from working conditions in electronics manufacturing to hidden flows of eWaste - this book encourages the reader to explore the multifaceted social (ir)responsibilities that shape commercial media landscapes today. It makes a compelling argument for thinking beyond the corporate in order to envision and bring about truly social media. It will interest students and scholars of media studies, cultural industry studies, sociology, information society studies, organization studies, political economy, business and management.

For mainstream economics, cultural production raises no special questions: creative expression is to be harvested for wealth creation like any other form of labour. As Karl Marx saw it, however, capital is hostile to the arts because it cannot fully control the process of creativity. But while he saw the arts as marginal to capital accumulation, that was before the birth of the mass media. Engaging with the major issues in Marxist theory around art and capitalism, From Printing to Streaming traces how the logic of cultural capitalism evolved from the print age to digital times, tracking the development of printing, photography, sound recording, newsprint, advertising, film and broadcasting, exploring the peculiarities of each as commodities, and their recent transformation by digital technology, where everything melts into computer code. Showing how these developments have had profound implications for both cultural creation and consumption, Chanan offers a radical and comprehensive analysis of the commodification of artistic creation and the struggle to realise its potential in the digital age.

Contents:
Preface 1. What is it? The nature of new technologies and electronic text 2. Laying it out: Graphology, desktop publishing and multi-modal texts 3. Presenting it. How new technologies are presented in advertising and magazines 4. Specialising in it: Field specific language, jargon and subcultures 5. Naming it: Where do the new words come from? 6. Forming it: Word formation and new words 7. Tracking it: Tracing new words coming into language 8. Picturing it. Icons, symbols and metaphors 9. Mixing it. Mixed modes in e-mail and bulletin board messages 10. Speaking it in writing: Interactive written discourse in chat Glossary of key terms Bibliography and further references Website with sample electronic texts, language investigation projects and links

The Kardashian family is a contemporary cultural touchstone, recognizable throughout the world connoting warrantless celebrity, voluptuous beauty, and social media savviness. Amanda Scheiner McClain explores the Kardashians' brand and celebrity via narrative discourse analyses of their hit reality television series, Keeping Up with the Kardashians, social media utilization, and popular press coverage. This triangulated study allows insight into contemporaneous American culture: societal norms, values, and ideologies, as well as structural and cultural aspects of cross-platform brand creation. The television series examination finds intrinsic paradoxes of sexuality/conservatism, family/business, beauty/unhappiness, narcissism/celebrity, intimate/transgressiveness, and traditional/nontraditional gender roles, as well as materialism and public vs. private spheres themes. In addition, a study of the Kardashian blogs and Twitter use finds that their careful participation amplifies celebrity and unifies the overall brand into a single, sellable image across media. Through interactive media and just being themselves, the Kardashians renovate banal status updates and hackneyed reality television into character-constructing building blocks of brand, celebrity, and profits.

This major reference work provides a thorough and up-to-date survey and analysis of recent developments in the economics of telecommunications. The Handbooks serve both as a source of reference and technical supplement for the field of telecommunications economics. Volume I reviews the traditional literature to bring readers up to date on the current treatment of telecommunications economics. The coverage includes: demand, supply, costs, market structure, regulation, interconnection and universal service. Volume II is concerned with future developments that will arise in the digital era. The coverage includes: internet, electronic commerce, mobile voice and data transmission, point-to-point and multi-point communication, regulation, satellite services and universal service in the information age. Volume III examines the structure within which modern communications companies operate and evolve, and how corporations must account for multiple objectives associated with both national economic and social policy. The volume draws useful lessons from the recent corporate experience of major international telecommunications companies. The contributors explore the interaction of diversity in national approaches with the continuing need for international cooperation and coordination, which continues to be an important area of debate. The Handbooks are written at a level intended for professional use by economists, advanced undergraduate and graduate students, and will also prove useful to policy analysts, engineers and managers within the industry.

- A concise and engaging textbook for students offering an original perspective on a concept that is a site of much industry and scholarly debate. - Combining work on both political media and entertainment, with an emphasis on social media, this is ideal for a range of undergraduate courses, particularly those exploring media audiences, media industries, social media and society and political engagement. - Each chapter includes a brief introduction, a conclusion with key points, sub headings, and a broad range of international case studies that show how the points of the chapter can work in practice for media engagement analysis.

This book analyzes the challenges facing public service media management in the face of ongoing technological developments and changing audience behaviors. It connects models, strategies, concepts, and managerial theories with emerging approaches to public media practices through an examination of media services (e.g. blogs, social networks, search engines, content aggregators) and the online performance of traditional public media organizations. Contributors identify the most relevant and useful approaches, those likely to encourage creativity, interaction, and the development of innovative content and services, and discuss how such innovation can underpin the continuation or expansion of public service media in the changing mediascape.

This volume explores agenda-setting theory in light of changes in the media environment in the 21st century. In the decades since the original Chapel Hill study that launched agenda-setting research, the theory has attracted the interest of scholars worldwide. Agenda Setting in a 2.0 World features the work of a new generation of scholars. The research provided by these young scholars reflects two broad contemporary trends in agenda-setting: A centrifugal trend of research in the expanding media landscape and in domains beyond the original focus on public affairs, and a centripetal trend further explicating agenda-setting's core concepts.

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This book attempts to draw lessons from the experiences of developed as well as developing countries in carrying out telecommunications reform. Contributors come from academia, as well as from stakeholders in telecommunications policy in a dozen countries, mostly in the Asia-Pacific region.Globally, the telecommunications industry is undergoing major changes: technological advances in the form of a vast number of new digitised services, ownership shifts as state-owned carriers in many countries become fully or partly privatized, and a general transition from monopolistic to more competitive market environments. The economic and regulatory experiences derived from these changes are explored and analyzed using the USA, the UK, Australia and Singapore to represent developed and newly industrialized countries, and China, India, Indonesia, Malaysia, the Philippines, Sri Lanka, Thailand and Vietnam as examples of developing countries. The conclusions outlined in this timely volume hold important lessons for these as well as for other countries. This book will be of great interest to telecommunications policymakers, public and private stakeholders in the industry, along with those - especially academics and researchers - with an interest in the progress of telecommunications in developing countries.

This volume examines how social media is evolving as an industry-it is an extension of traditional media industries, yet it is distinctly different in its nature and ability to build relationships among users. Examining social media in both descriptive and analytical ways, the chapters included herein present an overview of the social media industries, considering the history, development, and theoretical orientations used to understand social media. Covered are:

• Business models found among the social media industries and social media as a form of marketing.
• Social media as a form of entertainment content, both in terms of digital content, and as a tool in the production of news.
• Discussions of ethics and privacy as applied to the area of social media.
• An examination of audience uses of social media considering differences among Latinos, African-Americans, and people over the age of 35.

Overall, the volume provides a timely and innovative look at the business aspects of social media, and it has much to offer scholars, researchers, and students in media and communication, as well as media practitioners.

Media and Globalization shows why the state matters to media and telecommunications industries in a globalizing world: governments control and regulate these industries in important ways and states remain central arenas for policymaking and international agreements. Using case studies drawn from around the world, this book sheds light on the extent of state power in the face of transnational pressures and explores policy, economics, and culture as they factor into media globalization. Visit our website for sample chapters

A critical cultural materialist introduction to the study of global entertainment media. In Global Entertainment Media, Tanner Mirrlees undertakes an analysis of the ownership, production, distribution, marketing, exhibition and consumption of global films and television shows, with an eye to political economy and cultural studies. Among other topics, Mirrlees examines: Paradigms of global entertainment media such as cultural imperialism and cultural globalization. The business of entertainment media: the structure of capitalist culture/creative industries (financers, producers, distributors and exhibitors) and trends in the global political economy of entertainment media. The "governance" of global entertainment media: state and inter-state media and cultural policies and regulations that govern the production, distribution and exhibition of entertainment media and enable or impede its cross-border flow. The new international division of cultural labor (NICL): the cross-border production of entertainment by cultural workers in asymmetrically interdependent media capitals, and economic and cultural concerns surrounding runaway productions and co-productions. The economic motivations and textual design features of globally popular entertainment forms such as blockbuster event films, TV formats, glocalized lifestyle brands and synergistic media. The cross-cultural reception and effects of TV shows and films. The World Wide Web, digitization and convergence culture.

The rapid growth of network industries has generated much comment amongst academics and policy makers. This timely volume takes an interdisciplinary, case study-based approach to examining network issues and experiences in order to develop recommendations that can inform antitrust, regulatory and legislative policy. Legal, economic, political and institutional aspects of network access are analyzed. The first part of the volume focuses on five topics that are central to reasoned analysis of the access problem. The second part presents ten case studies of network access in the energy, transportation, telecommunications, internet and banking industries. The volume concludes with comparisons and contrasts across the cases and policy recommendations. Network Access, Regulation and Antitrust will prove invaluable to students of business, economics, law and economics and industrial economics, policy makers and academics working in the field.

"She was part of the 'stunt girl' movement that was very important in the 1880s and 1890s as these big, mass-circulation yellow journalism papers came into the fore." -Brooke Kroeger Around the World in Seventy-Two Days (1890) is a travel narrative by American investigative journalist Nellie Bly. Proposed as a recreation of the journey undertaken by Phileas Fogg in Jules Verne's Around the World in Eighty Days (1873), Bly's journey was covered in Joseph Pulitzer's popular newspaper the New York World, inspiring countless others to attempt to surpass her record. At the time, readers at home were encouraged to estimate the hour and day of Bly's arrival, and a popular board game was released in commemoration of her undertaking. Embarking from Hoboken, noted investigative journalist Nellie Bly began a voyage that would take her around the globe. Bringing only a change of clothes, money, and a small travel bag, Bly travelled by steamship and train through England, France-where she met Jules Verne-Italy, the Suez Canal, Ceylon, Singapore, Hong Kong, and Japan. Sending progress reports via telegraph, she made small reports back home while recording her experiences for publication upon her return. Despite several setbacks due to travel delays in Asia, Bly managed to beat her estimated arrival time by several days despite making unplanned detours, such as visiting a Chinese leper colony, along the way. Unbeknownst to Bly, her trip had inspired Cosmopolitan's Elizabeth Brisland to make a similar circumnavigation beginning on the exact day, launching a series of copycat adventures by ambitious voyagers over the next few decades. Despite being surrounded by this air of popularity and competition, however, Bly took care to make her journey worthwhile, showcasing her skill as a reporter and true pioneer of investigative journalism. With a beautifully designed cover and professionally typeset manuscript, this edition of Nellie Bly's Around the World in Seventy-Two Days is a classic work of American travel literature reimagined for modern readers.

Communication technologies, including the internet, social media, and countless online applications create the infrastructure and interface through which many of our interactions take place today. This form of networked communication creates new questions about how we establish relationships, engage in public, build a sense of identity, and delimit the private domain. The ubiquitous adoption of new technologies has also produced, as a byproduct, new ways of observing the world: many of our interactions now leave a digital trail that, if followed, can help us unravel the rhythms of social life and the complexity of the world we inhabit-and thus help us reconstruct the logic of social order and change. The analysis of digital data requires partnerships across disciplinary boundaries that-although on the rise-are still uncommon. Social scientists and computer scientists have never been closer in their goals of trying to understand communication dynamics, but there are not many venues where they can engage in an open exchange of methods and theoretical insights. This handbook brings together scholars across the social and technological sciences to lay the foundations of communication research in the networked age, and to provide a canon of how research should be conducted in the digital era. The contributors highlight the main theories currently guiding their research in digital communication, and discuss state-of-the-art methodological tools, including automated text analysis, the analysis of networks, and the use of natural experiments in virtual environments. Following a general introduction, the handbook covers network and information flow, communication and organizational dynamics, interactions and social capital, mobility and space, political communication and behavior, and the ethics of digital research.

In recent years, the study of creativity has shifted from analysis of culture as an end in itself to one of economic enhancement, and its capability to generate wealth and promote economic development. Increasingly, European cities and regions are using the arts to fuel wellbeing and reinvigorate economies after the comparative demise of more traditional industry and manufacturing. A growing literature is starting to highlight the innovation capacity of cultural and creative industries (CCIs) as they intersect the innovation processes of other manufacturing and services sectors with an innovative and creative output. Culture and creativity may be a strategic weapon to exit the present crisis and redefine an economic model of sustainable development. This book brings together a set of multidisciplinary contributions to investigate the kaleidoscope of European creativity, focussing on CCIs and the innovations connected with them. The two main questions that this volume aims to address are: How can we identify, map and define CCIs in Europe? And how do they contribute to innovation and sustainable growth? The volume is split into two parts. The first part deals with the definition, measurement and mapping of the geography of European CCIs according to a local economic approach, focussing on Italy, Spain, the UK, Austria, Denmark and France. This section surveys the different industrial typologies and spatial patterns, which underline a significant dissimilarity between the North and the South of Europe, mainly due to the difference between heritage-driven and technology-driven countries. The section concludes with a case study on a Japanese creative city. The second part collects some interesting cases of innovation generated in creative spaces such as cities of art or creative clusters and networks. This entails the study of innovations among creative and non-creative sectors (e.g. laser technologies in conservation of works of art and design networks in Italy) and across European and non-European countries (e.g. Spaghetti Western movies in the US or visual artists in New Zealand). Finally, an innovation capacity of culture that can regenerate mature sectors (e.g. the French food supply chain and Swiss watch Valley) or combine the creative and green economics paradigms (e.g. the green creative cities in North Europe) is analyzed. This book will appeal to academics, scholars and practitioners of urban and regional studies, cultural and creative economics and managerial and organization studies.

Considered one of the best written biographies of all-time, The Life of Samuel Johnson gives insight into the glowing mystique of the prominent English writer. By incorporating key elements from his past and personal relationships, James Boswell creates an extensive narrative of the revered figure. Drawn from Boswell's own journals, the author recounts the life and experiences of Samuel Johnson. He uses his personal connection to investigate Johnson's origin and rise to power. His career is filtered through brief episodes highlighting obstacles and successes alongside his notable peers. It's an intimate record of the celebrated writer and fixture within literary circles. Through his compelling writing, James Boswell successfully illustrates the character and reality of Samuel Johnson. The biography explores his strengths and weaknesses as well as his motivations and fears. Boswell's input is crucial to the story structure, delivering an informative and impactful narrative. With an eye-catching new cover, and professionally typeset manuscript, this edition of The Life of Samuel Johnson is both modern and readable.

This book provides a comprehensive, easy-to-understand introductory guide to information, offering students the critical tools they need to shift their positioning from consumers and users to creators and critics. Searching, accessing, and using information are central to most daily lives. Yet, many users are not able to define what information is, identify who controls information, and create information to achieve a common good. In this book, Micky Lee teaches readers to critically interrogate key issues such as the categorization of information and knowledge throughout history, what digital divides are, why information is gender and race biased, how governments and corporations control citizens and consumers, as well as how we can resist unbalanced power relations. Readers will not only be able to relate these issues to "old" technologies, such as writing and printing, but will also be able to examine futurist technologies through the lenses of these enduring issues. A thoughtful and comprehensive overview, this is an ideal book for students and scholars of media studies, information and society, and communication and technology.

Disasters in today's globalized world are becoming not only more frequent but, often, more catastrophic. The media play a critical role in communicating and making sense of these cataclysmic events. This book offers unique insights into how news media today make disasters culturally meaningful and politically important, drawing on cutting-edge theoretical work and recent examples. It looks at how globalization is affecting the meanings of disaster but also considers the continued relevance of nations and their citizens as interpretive frameworks. It examines how journalists' witnessing of disasters is changing in response to new technologies, including social media, and how the ideal of objectivity might be challenged by new, more emotional and more compassionate forms of story-telling premised on an injunction to care. Ultimately, the book calls attention to the media possibilities for addressing disasters as global social, political, cultural and economic events in which we all have a stake.

This book is an analysis of the specificities of public film funding on an international scale. It shows how public funding schemes add value to film-making and other audio-visual productions and provides a comprehensive analysis of today's global challenges in the film industry such as industry change, digital transformation, and shifting audience tastes. Based on insights from fields such as cultural economics, media economics, media management and media governance studies, the authors illustrate how public spending shapes the financial fitness of national and international film industries. This highly informative book will help both scholars and practitioners in the film industry to understand the complexity of issues and the requirements necessary to preserve the social benefits of film as an important cultural good.

At its heart this book is about innovation and the innovation process. On the way, it considers culture and the cultural industries, aesthetics, creativity and the creative industries, and a number of other similar topics.
Much of the existing economic literature on innovation has taken a particularly technological or functional viewpoint as to what sort of new products and processes are to be considered innovations. One of the key things this book shows is that there is a type of innovation, here labelled "soft innovation," primarily concerned with changes in products (and perhaps processes) of an aesthetic or intellectual nature, that has largely been ignored in the study of innovation prevalent in economics. Examples of innovations that, as a result of this refocusing, are here placed at the centre of the analysis include: the writing and publishing of a new book, the writing, production, and launching of a new movie, the development and launch of a new advertising promotion, the design and production of a new range of furniture, and architectural activity in the generation of new built form designs. The realisation of the existence of soft innovation means that, not only is innovation more widespread than previously considered, but that it may also take a different form than commonly considered.
Soft Innovation addresses key issues such as:
* The measurement of the rate and extent of soft innovation,
* The determinants of the rate and direction of soft innovation and diffusion,
* The impacts of soft innovation and diffusion upon outputs, productivity, employment, firm performance, trade, and economic welfare,
* Policy, considering whether there is a rationale for government intervention in the soft innovation generation and diffusion processes, and if so what instruments can be used in such intervention?
Soft Innovation breaks new ground in the study of innovation, and will be key reading for academics and researchers of Innovation, Marketing, and Design, as well as consultants, practitioners, and policy-makers concerned with the creative industries.

Public trust in the institutions that mediate civic life-from governing bodies to newsrooms-is low. In facing this challenge, many organizations assume that ensuring greater efficiency will build trust. As a result, these organizations are quick to adopt new technologies to enhance what they do, whether it's a new app or dashboard. However, efficiency, or charting a path to a goal with the least amount of friction, is not itself always built on a foundation of trust. Meaningful Inefficiencies is about the practices undertaken by civic designers that challenge the normative applications of "smart technologies" in order to build or repair trust with publics. Based on over sixty interviews with change makers in public serving organizations throughout the United States, as well as detailed case studies, this book provides a practical and deeply philosophical picture of civic life in transition. The designers in this book are not professional designers, but practitioners embedded within organizations who have adopted an approach to public engagement Eric Gordon and Gabriel Mugar call "meaningful inefficiencies," or the deliberate design of less efficient over more efficient means of achieving some ends. This book illustrates how civic designers are creating meaningful inefficiencies within public serving organizations. It also encourages a rethinking of how innovation within these organizations is understood, applied, and sought after. Different than market innovation, civic innovation is not just about invention and novelty; it is concerned with building communities around novelty, and cultivating deep and persistent trust. At its core, Meaningful Inefficiencies underlines that good civic innovation will never just involve one single public good, but must instead negotiate a plurality of publics. In doing so, it creates the conditions for those publics to play, resulting in people truly caring for the world. Meaningful Inefficiencies thus presents an emergent and vitally needed approach to creating civic life at a moment when smart and efficient are the dominant forces in social and organizational change.