LINGUIST List 32.3785

Sat Dec 04 2021

Books: The Discourse of Customer Service Tweets: Lutzky

Editor for this issue: Billy Dickson <>

Date: 01-Nov-2021
From: Lian Wilson <>
Subject: The Discourse of Customer Service Tweets: Lutzky
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Title: The Discourse of Customer Service Tweets
Subtitle: Planes, Trains and Automated Text Analysis
Published: 2021
Publisher: Bloomsbury Publishing (formerly The Continuum International Publishing Group)

Book URL:

Author: Ursula Lutzky
Electronic: ISBN: 9781350090699 Pages: 232 Price: U.K. £ 85.50 Comment: PDF
Electronic: ISBN: 9781350090705 Pages: 232 Price: U.K. £ 85.50 Comment: ePub
Hardback: ISBN: 9781350090682 Pages: 232 Price: U.K. £ 95.00

"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.

Linguistic Field(s): Discourse Analysis

Written In: English (eng)

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Page Updated: 04-Dec-2021