Pub Date : 1900-01-01DOI: 10.4018/978-1-5225-5715-9.CH008
A. K. Rathore, Nikhil Tuli, P. Ilavarasan
This chapter examines the social media content posted by a woman Indian chief executive officer (CEO) on Twitter. The active involvement of CEO in communication activities influences the business effectiveness, performance, and standing of the business headed by her. Rstudio and Nvivo, two analytical tools, were used for different analysis such as tweets extraction and content analysis. The findings show the various themes in CEO communication which are categorized in different sectors in terms of her personal views (feelings and status updates), political views, and social concerns (ranging from education, women empowerment, governance, and policy support). The chapter extends the theoretical and empirical arguments for the importance of CEOs' social media communications. Finally, this research suggests that with a well-planned and strategic social media use, CEOs can create value for themselves and their businesses.
{"title":"Tweeting About Business and Society","authors":"A. K. Rathore, Nikhil Tuli, P. Ilavarasan","doi":"10.4018/978-1-5225-5715-9.CH008","DOIUrl":"https://doi.org/10.4018/978-1-5225-5715-9.CH008","url":null,"abstract":"This chapter examines the social media content posted by a woman Indian chief executive officer (CEO) on Twitter. The active involvement of CEO in communication activities influences the business effectiveness, performance, and standing of the business headed by her. Rstudio and Nvivo, two analytical tools, were used for different analysis such as tweets extraction and content analysis. The findings show the various themes in CEO communication which are categorized in different sectors in terms of her personal views (feelings and status updates), political views, and social concerns (ranging from education, women empowerment, governance, and policy support). The chapter extends the theoretical and empirical arguments for the importance of CEOs' social media communications. Finally, this research suggests that with a well-planned and strategic social media use, CEOs can create value for themselves and their businesses.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131263427","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-5225-5763-0.CH009
M. Han
Recently there has been a resurgence of chat bot use among businesses, which employ them as part of their marketing strategy. To provide better insight into instant messaging chat bots as a marketing tool, the present research focuses on mobile users' current understanding and perceptions of chat bots. This study examines what mobile consumers think of instant messaging chat bots, and whether consumers are willing to use the new chat bots. This study employs focus group interviews and online surveys to examine consumers' perceptions. The results indicate that a majority of mobile users have employed chat bots for customer service and for entertainment. Mobile users found instant messaging chat bots easy to use and useful, but not necessarily entertaining.
{"title":"Instant Messaging Chat Bot","authors":"M. Han","doi":"10.4018/978-1-5225-5763-0.CH009","DOIUrl":"https://doi.org/10.4018/978-1-5225-5763-0.CH009","url":null,"abstract":"Recently there has been a resurgence of chat bot use among businesses, which employ them as part of their marketing strategy. To provide better insight into instant messaging chat bots as a marketing tool, the present research focuses on mobile users' current understanding and perceptions of chat bots. This study examines what mobile consumers think of instant messaging chat bots, and whether consumers are willing to use the new chat bots. This study employs focus group interviews and online surveys to examine consumers' perceptions. The results indicate that a majority of mobile users have employed chat bots for customer service and for entertainment. Mobile users found instant messaging chat bots easy to use and useful, but not necessarily entertaining.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"47 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132447492","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-7998-9020-1.ch058
Andrée Marie López-Fernández, Zamira Burgos Silva
Corporate social responsibility is a strategy by which firms address social issues whilst tending to their profit enhancing objectives. However, is a socially responsible firm fulfilling its objectives if current and potential stakeholders perceive it to be unethical, engaging in poor and questionable practices? The article analyzes Big Data retrieved from Twitter related to five firms that have stated to be socially responsible but have yet to obtain stakeholders' legitimacy granted by the engagement in corporate social responsibility. The article contributes to the understanding and effects of firm dynamics in corporate social responsibility or lack thereof, on social networking sites by means of Big Data analysis.
{"title":"Stakeholder Perceptions and Word-of-Mouth on CSR Dynamics","authors":"Andrée Marie López-Fernández, Zamira Burgos Silva","doi":"10.4018/978-1-7998-9020-1.ch058","DOIUrl":"https://doi.org/10.4018/978-1-7998-9020-1.ch058","url":null,"abstract":"Corporate social responsibility is a strategy by which firms address social issues whilst tending to their profit enhancing objectives. However, is a socially responsible firm fulfilling its objectives if current and potential stakeholders perceive it to be unethical, engaging in poor and questionable practices? The article analyzes Big Data retrieved from Twitter related to five firms that have stated to be socially responsible but have yet to obtain stakeholders' legitimacy granted by the engagement in corporate social responsibility. The article contributes to the understanding and effects of firm dynamics in corporate social responsibility or lack thereof, on social networking sites by means of Big Data analysis.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114954636","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-7998-9020-1.ch079
Francesca Di Virgilio
Knowledge sharing is one of the greatest challenges for a business organization. Organizations not only need to focus on innovation of new products and services, but also to pay specific attention to effective knowledge sharing which is of vital importance to their success. In this context, social media have become increasingly popular. They have a profound impact on personal relationships, enable individuals to contribute to a number of issues and generate new possibilities and challenges in order to facilitate knowledge sharing. However, scarce attention has been devoted so far to the theme of social media security and its effects on behavioral intention in relation to knowledge sharing. As a response to this challenge, this chapter illustrates a research roadmap of knowledge sharing which includes important collective variables. This study aims at highlighting a new direction for the evaluation of social media as a tool for knowledge sharing in business organizations. Finally, it concludes with the discussion of several open issues and cutting-edge challenges.
{"title":"Exploring Determinants of Knowledge Sharing and the Role of Social Media in Business Organizations","authors":"Francesca Di Virgilio","doi":"10.4018/978-1-7998-9020-1.ch079","DOIUrl":"https://doi.org/10.4018/978-1-7998-9020-1.ch079","url":null,"abstract":"Knowledge sharing is one of the greatest challenges for a business organization. Organizations not only need to focus on innovation of new products and services, but also to pay specific attention to effective knowledge sharing which is of vital importance to their success. In this context, social media have become increasingly popular. They have a profound impact on personal relationships, enable individuals to contribute to a number of issues and generate new possibilities and challenges in order to facilitate knowledge sharing. However, scarce attention has been devoted so far to the theme of social media security and its effects on behavioral intention in relation to knowledge sharing. As a response to this challenge, this chapter illustrates a research roadmap of knowledge sharing which includes important collective variables. This study aims at highlighting a new direction for the evaluation of social media as a tool for knowledge sharing in business organizations. Finally, it concludes with the discussion of several open issues and cutting-edge challenges.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130757192","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-7998-9020-1.ch021
Marcello Chedid, L. Teixeira
The advancement of the economy based on knowledge makes knowledge management critical for organizations. The traditional knowledge management systems have presented some shortcomings on their implementation and management. Social media have demonstrated that are not just a buzzword and have been used increasingly by the organizations as a knowledge management component. This chapter was developed aiming at exploring and critically reviewing the literature of social media use in organizational context as a knowledge management component. The review suggests that, while traditional knowledge management systems are static and often act just as knowledge repositories, social media have the potential for supporting different knowledge management processes that will impact on the organizational culture by encouraging on participation, collaboration and knowledge sharing. Despite their recognized impact on knowledge management processes, some uncertainty remains amongst researchers and practitioners and is associated to the difficulty in understanding and measuring their real impact.
{"title":"The Role of Social Media Tools in the Knowledge Management in Organizational Context","authors":"Marcello Chedid, L. Teixeira","doi":"10.4018/978-1-7998-9020-1.ch021","DOIUrl":"https://doi.org/10.4018/978-1-7998-9020-1.ch021","url":null,"abstract":"The advancement of the economy based on knowledge makes knowledge management critical for organizations. The traditional knowledge management systems have presented some shortcomings on their implementation and management. Social media have demonstrated that are not just a buzzword and have been used increasingly by the organizations as a knowledge management component. This chapter was developed aiming at exploring and critically reviewing the literature of social media use in organizational context as a knowledge management component. The review suggests that, while traditional knowledge management systems are static and often act just as knowledge repositories, social media have the potential for supporting different knowledge management processes that will impact on the organizational culture by encouraging on participation, collaboration and knowledge sharing. Despite their recognized impact on knowledge management processes, some uncertainty remains amongst researchers and practitioners and is associated to the difficulty in understanding and measuring their real impact.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129379134","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-5225-8097-3.CH006
Junior Tidal
This chapter will explore how social media assessment is used for library marketing. It will build upon existing literature on how other libraries quantify social media impact in promoting their services. This includes methods on how libraries can gather native application statistics from popular platforms such as Facebook, Twitter, YouTube, and Instagram. An exploration into web analytics will also be explored as evidence of social media impact. The chapter will use case-studies of the Ursula C. Schwerin Library of the New York City College of Technology (City Tech), CUNY, and how social media platforms are used to advertise library events and disseminate news.
本章将探讨如何将社会媒体评估用于图书馆营销。它将建立在现有文献的基础上，研究其他图书馆如何量化社会媒体在促进其服务方面的影响。这包括关于库如何从流行的平台(如Facebook、Twitter、YouTube和Instagram)收集本地应用程序统计信息的方法。对网络分析的探索也将作为社会媒体影响的证据进行探讨。本章将使用纽约市理工学院(City Tech)， CUNY的Ursula C. Schwerin图书馆的案例研究，以及如何使用社交媒体平台宣传图书馆活动和传播新闻。
{"title":"Is Anybody Out There?","authors":"Junior Tidal","doi":"10.4018/978-1-5225-8097-3.CH006","DOIUrl":"https://doi.org/10.4018/978-1-5225-8097-3.CH006","url":null,"abstract":"This chapter will explore how social media assessment is used for library marketing. It will build upon existing literature on how other libraries quantify social media impact in promoting their services. This includes methods on how libraries can gather native application statistics from popular platforms such as Facebook, Twitter, YouTube, and Instagram. An exploration into web analytics will also be explored as evidence of social media impact. The chapter will use case-studies of the Ursula C. Schwerin Library of the New York City College of Technology (City Tech), CUNY, and how social media platforms are used to advertise library events and disseminate news.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"44 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114119659","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-5225-2897-5.CH005
R. Agrifoglio, C. Metallo
The chapter aims to provide an overview of the role of social media for knowledge management in tourism industry. Respect than traditional tools, the social media penetration within such industry is growing thanks to opportunity for travelers and travel professionals to access critical tourism knowledge everywhere and every time. Prior research has mainly focused on how social media are changing the tourism industry, while it is lacking enough the contribution of these technologies to managing touristic knowledge. This chapter seeks to shed light on how social media support knowledge management, with particular attention to knowledge creation, sharing, and preservation processes, in tourism industry. In particular, while knowledge creation and sharing process have attracted the attention of scholars, knowledge preservation via social media seems be still in its infancy stage.
{"title":"Knowledge Management and Social Media in Tourism Industry","authors":"R. Agrifoglio, C. Metallo","doi":"10.4018/978-1-5225-2897-5.CH005","DOIUrl":"https://doi.org/10.4018/978-1-5225-2897-5.CH005","url":null,"abstract":"The chapter aims to provide an overview of the role of social media for knowledge management in tourism industry. Respect than traditional tools, the social media penetration within such industry is growing thanks to opportunity for travelers and travel professionals to access critical tourism knowledge everywhere and every time. Prior research has mainly focused on how social media are changing the tourism industry, while it is lacking enough the contribution of these technologies to managing touristic knowledge. This chapter seeks to shed light on how social media support knowledge management, with particular attention to knowledge creation, sharing, and preservation processes, in tourism industry. In particular, while knowledge creation and sharing process have attracted the attention of scholars, knowledge preservation via social media seems be still in its infancy stage.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121577740","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-5225-3176-0.CH010
D. Golightly, R. Houghton
Social media plays an increasing role in how passengers communicate to, and about, train operators. In response, train operators and other rail stakeholders are adopting social media to contact their users. There are a number of opportunities for tapping this big data information stream through the overt use of technology to analyse, filter and present social media, including filtering for operational staff, or sentiment mapping for strategy. However, this analysis is predicated on a number of assumptions regarding the manner in which social media is currently being used within a railway context. In the following chapter, we present data from studies of rail social media that shed light on how big data analysis of social media exchange can support the passenger. These studies highlight important factors such as the broad range of issues covered by social media (not just disruption), the idiosyncrasies of individual train operators that need to be taken into account within social media analysis, and the time critical nature of information during disruption.
{"title":"Social Media as a Tool to Understand Behaviour on the Railways","authors":"D. Golightly, R. Houghton","doi":"10.4018/978-1-5225-3176-0.CH010","DOIUrl":"https://doi.org/10.4018/978-1-5225-3176-0.CH010","url":null,"abstract":"Social media plays an increasing role in how passengers communicate to, and about, train operators. In response, train operators and other rail stakeholders are adopting social media to contact their users. There are a number of opportunities for tapping this big data information stream through the overt use of technology to analyse, filter and present social media, including filtering for operational staff, or sentiment mapping for strategy. However, this analysis is predicated on a number of assumptions regarding the manner in which social media is currently being used within a railway context. In the following chapter, we present data from studies of rail social media that shed light on how big data analysis of social media exchange can support the passenger. These studies highlight important factors such as the broad range of issues covered by social media (not just disruption), the idiosyncrasies of individual train operators that need to be taken into account within social media analysis, and the time critical nature of information during disruption.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127789657","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-7998-9020-1.ch066
P. Kapoor, K. Jayasimha, Srinivas Gunta, Ashish Sadh
The study examines how consumers, in a Facebook eWOM context, perceived source and message credibility by utilizing self-shared and system-generated cues. It investigates:(1) to what extent source and message credibility derived from these cues may lead to significant attitudinal responses and intentions to purchase; (2) and to what extent attitudinal responses are likely to vary with different levels and combinations of these credibility cues. Data was collected from 246 respondents who were exposed to Facebook eWOM scenarios. The structural model results confirm that the perceived source and message credibility derived from self-shared and system-generated cues are significant antecedents to purchase-related consideration for a brand. The results further confirm that these cues have an overall balancing effect: one compensates for the low level of the other leading to a significant persuasive response. The study evaluates traditional antecedents of WOM adoption, namely, perceived source and message credibility derived from unique interface-related features.
{"title":"Facebook eWOM","authors":"P. Kapoor, K. Jayasimha, Srinivas Gunta, Ashish Sadh","doi":"10.4018/978-1-7998-9020-1.ch066","DOIUrl":"https://doi.org/10.4018/978-1-7998-9020-1.ch066","url":null,"abstract":"The study examines how consumers, in a Facebook eWOM context, perceived source and message credibility by utilizing self-shared and system-generated cues. It investigates:(1) to what extent source and message credibility derived from these cues may lead to significant attitudinal responses and intentions to purchase; (2) and to what extent attitudinal responses are likely to vary with different levels and combinations of these credibility cues. Data was collected from 246 respondents who were exposed to Facebook eWOM scenarios. The structural model results confirm that the perceived source and message credibility derived from self-shared and system-generated cues are significant antecedents to purchase-related consideration for a brand. The results further confirm that these cues have an overall balancing effect: one compensates for the low level of the other leading to a significant persuasive response. The study evaluates traditional antecedents of WOM adoption, namely, perceived source and message credibility derived from unique interface-related features.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128423497","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 1900-01-01DOI: 10.4018/978-1-5225-5619-0.CH012
W. Jih
Technology plays a crucial role in the development of customer brand loyalty. However, technological user interface often falls short on major important aspects of business interaction, such as context-based exchange of information and opinions. Adding social networking features to the corporate website is an attempt to mitigate this weakness. This chapter investigates the driving forces of website loyalty, an issue of interest to the businesses deploying social networks as a new technological tool for business promotion. Using Facebook as the target of observation, this study evaluates the effects of social presence and social capital on website loyalty. The analysis reveals a positive influence of social presence on all three (structural, relational, and cognitive) dimensions of social capital. Further, both the relational and cognitive dimensions of social capital show positive influence on the website loyalty. These findings have practical implications for company seeking to cultivate brand loyalty via website design and management.
{"title":"Maximizing Social Presence to Improve Website Loyalty","authors":"W. Jih","doi":"10.4018/978-1-5225-5619-0.CH012","DOIUrl":"https://doi.org/10.4018/978-1-5225-5619-0.CH012","url":null,"abstract":"Technology plays a crucial role in the development of customer brand loyalty. However, technological user interface often falls short on major important aspects of business interaction, such as context-based exchange of information and opinions. Adding social networking features to the corporate website is an attempt to mitigate this weakness. This chapter investigates the driving forces of website loyalty, an issue of interest to the businesses deploying social networks as a new technological tool for business promotion. Using Facebook as the target of observation, this study evaluates the effects of social presence and social capital on website loyalty. The analysis reveals a positive influence of social presence on all three (structural, relational, and cognitive) dimensions of social capital. Further, both the relational and cognitive dimensions of social capital show positive influence on the website loyalty. These findings have practical implications for company seeking to cultivate brand loyalty via website design and management.","PeriodicalId":302726,"journal":{"name":"Research Anthology on Strategies for Using Social Media as a Service and Tool in Business","volume":"17 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114526368","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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