The analysis encompasses a cross-linguistic comparative study of the phenomenon of online aggression with the aim of analysing the scope of this phenomenon as well as its reflection in the language behaviour of Internet users. In particular the research focuses on the analysis of verbal expression of aggression, hostility and criticism. The study involves content analysis of online media from two different sources: forums and social media. Specifically, the discussion concerns the nature of online aggression in (1) open anonymous forums (2) sign-in forums and (3) social networking media. The study investigates the most frequent instances of impolite, vulgar and aggressive behaviour in these modes of communication online. A further aspect of the analysis concerns the relation between aggression and irony in language.
The following study focuses on strategies of denial and evasion of company responsibility used in responding to complaints, negative and critical comments posted by consumers on English and Polish brand profiles on Twitter. The analysis shows that despite the face-threat these acts may pose to the consumer and, consequently, to the company’s image, the companies do not refrain from using strategies denying the complainable and disagreeing with the customer. The study shows that companies resort to a range of sub-strategies of evasion and denial of blame, such as referral to external circumstances and regulations, thanks, blaming a third party, statements of unawareness of the complainable, simple denial of the complainable, expression of personal opinion or criticism of the consumer, among others. The study indicated differences between the English and Polish profiles as to the range and frequency of use of the strategies of rejecting consumers’ complaints. The Polish corpus offers a greater occurrence and a wider range of evasion and denial strategies used in reaction to consumers’ negative or critical opinions and complaints.
The study concentrates on the phenomenon of user-generated content on the internet. The article presents an introductory analysis of various rhetorical strategies used by the authors of commentaries on one of the popular user-contributory sites, i.e. www.iReport.com. The analysis of this site shows that there exists a range of diverse means of expression used by the enthusiasts of broadcasting online, involving the submission of written articles, live video commentaries, audio files and cartoons. The study shows that users shape the features of the content in different manners and resort to the use of a variety of rhetorical devices. To the main properties of discourse belong personalization, interactivity, use of figurative and vivid language.
The study concerns complaint management on Polish brand profiles on Twitter. The aim was to investigate selected
language properties of corporate tweets and trace potential changes in the interactional patterns on the profiles occurring
between 2015 and 2017. The study focuses on the structure and frequency of the respective strategies, as well as formality, the use of
non-standard structures and emoticons. The study indicates the following directions of change: an increase in the use of address
terms and explanations, a greater degree of language formality and indirectness, among others. The changes point to increased
formulaicity and conventionalisation of expression, as well as an increased use of fixed patterns and templates. The changes
constitute evidence of standardisation of the means of expression in customer encounters and a transfer of the conventions typical
of other channels of interaction with consumers to the online context.
Celem analizy było zbadanie wybranych aktów mowy występujących w interakcji o charakterze handlowym na profilach firm Allegro, T-Mobile oraz Samsung. Wśród omawianych aktów są m.in. akty pozytywnego wartościowania odbiorcy, życzenia, żarty, akty próśb i zaleceń, a także akty niezgody, krytyki klienta czy podkreślania własnej wartości. Wskazano także na cechy językowe postów, takie jak potoczność i stosowanie zapożyczeń.
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