Pub Date : 2021-03-24DOI: 10.1177/10506519211001113
Junhu Wang
This study examines 50 business responses to negative reviews on Amazon.com in order to identify common genre moves for responding to negative online reviews. To complement the genre analysis and assess the effectiveness of these common genre moves, the author conducted a survey seeking consumers’ feedback on three typical business responses to negative online reviews. This investigation not only provides feedback on how businesses can publicly respond to negative online reviews but also presents an empirical case on how we can balance genre stability and variation and go beyond just teaching typified genre features in our genre pedagogy.
{"title":"Genre Change in the Online Context: Responding to Negative Online Reviews and Redefining an Effective Genre Construct on Amazon.Com","authors":"Junhu Wang","doi":"10.1177/10506519211001113","DOIUrl":"https://doi.org/10.1177/10506519211001113","url":null,"abstract":"This study examines 50 business responses to negative reviews on Amazon.com in order to identify common genre moves for responding to negative online reviews. To complement the genre analysis and assess the effectiveness of these common genre moves, the author conducted a survey seeking consumers’ feedback on three typical business responses to negative online reviews. This investigation not only provides feedback on how businesses can publicly respond to negative online reviews but also presents an empirical case on how we can balance genre stability and variation and go beyond just teaching typified genre features in our genre pedagogy.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"297 - 332"},"PeriodicalIF":2.2,"publicationDate":"2021-03-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/10506519211001113","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43934230","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-17DOI: 10.1177/10506519211001125
Melissa Fuller, Elanor Kamans, M. van Vuuren, Marca Wolfensberger, M. D. de Jong
Empathy competence is considered a key aspect of excellent performance in communication professions. But we lack an overview of the specific knowledge, attitudes, and skills required to develop such competence in professional communication. Through interviews with 35 seasoned communication professionals, this article explores the role and nature of empathy competence in professional interactions. The analysis resulted in a framework that details the skills, knowledge, and attitudinal aspects of empathy; distinguishes five actions through which empathy manifests itself; and sketches relationships of empathy with several auxiliary factors. The framework can be used for professional development, recruitment, and the design of communication education programs.
{"title":"Conceptualizing Empathy Competence: A Professional Communication Perspective","authors":"Melissa Fuller, Elanor Kamans, M. van Vuuren, Marca Wolfensberger, M. D. de Jong","doi":"10.1177/10506519211001125","DOIUrl":"https://doi.org/10.1177/10506519211001125","url":null,"abstract":"Empathy competence is considered a key aspect of excellent performance in communication professions. But we lack an overview of the specific knowledge, attitudes, and skills required to develop such competence in professional communication. Through interviews with 35 seasoned communication professionals, this article explores the role and nature of empathy competence in professional interactions. The analysis resulted in a framework that details the skills, knowledge, and attitudinal aspects of empathy; distinguishes five actions through which empathy manifests itself; and sketches relationships of empathy with several auxiliary factors. The framework can be used for professional development, recruitment, and the design of communication education programs.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"333 - 368"},"PeriodicalIF":2.2,"publicationDate":"2021-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/10506519211001125","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48105437","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-15DOI: 10.1177/10506519211001123
Huiyu Zhang, Yinxiong Song, Yuanhong Wei, Jingjiang Liu
In the information age, discourse plays an increasingly important role in promoting innovative products. But how language works in the innovation process remains underexplored. This study explores the discursive communication strategies used to introduce innovation by analyzing the content, cohesion, and coherence of product launch presentations by Steve Jobs. It reveals that such discursive communication strategies improve the audience’s understanding, recognition, and acceptance of innovative products. This study contributes to both business communication studies in general and research on innovation communication in product launches in particular.
{"title":"Discursive Communication Strategies for Introducing Innovative Products: The Content, Cohesion, and Coherence of Product Launch Presentations","authors":"Huiyu Zhang, Yinxiong Song, Yuanhong Wei, Jingjiang Liu","doi":"10.1177/10506519211001123","DOIUrl":"https://doi.org/10.1177/10506519211001123","url":null,"abstract":"In the information age, discourse plays an increasingly important role in promoting innovative products. But how language works in the innovation process remains underexplored. This study explores the discursive communication strategies used to introduce innovation by analyzing the content, cohesion, and coherence of product launch presentations by Steve Jobs. It reveals that such discursive communication strategies improve the audience’s understanding, recognition, and acceptance of innovative products. This study contributes to both business communication studies in general and research on innovation communication in product launches in particular.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"369 - 400"},"PeriodicalIF":2.2,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/10506519211001123","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47868934","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-15DOI: 10.1177/10506519211001362
W. Adams
{"title":"Book Review: Technical Communication After the Social Justice Turn: Building Coalitions for Action","authors":"W. Adams","doi":"10.1177/10506519211001362","DOIUrl":"https://doi.org/10.1177/10506519211001362","url":null,"abstract":"","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"401 - 403"},"PeriodicalIF":2.2,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/10506519211001362","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43622506","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-03-15DOI: 10.1177/10506519211001373
Susan Pagnac
{"title":"Book Review: Landmark Essays on Writing Program Administration","authors":"Susan Pagnac","doi":"10.1177/10506519211001373","DOIUrl":"https://doi.org/10.1177/10506519211001373","url":null,"abstract":"","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"404 - 406"},"PeriodicalIF":2.2,"publicationDate":"2021-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/10506519211001373","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48621607","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-01DOI: 10.1177/1050651920959187
E. Bogomoletc, Nicole M. Lee
COVID-19 has forced many businesses to adjust their communication strategies to fit a new reality. One surprising example of this strategy adjustment came from the company Steak-umm, maker of frozen sliced beef. Instead of finding new ways to promote its products, the company shifted its focus to the public’s urgent needs, breaking down possible approaches to navigating information flow during the pandemic. This resulted in overwhelming praise on social and news media, including almost 60,000 new Twitter followers within a week. Drawing on expectancy violation theory, this case study examines Steak-umm’s strategy, the content of social media responses, and why the approach was successful.
{"title":"Frozen Meat Against COVID-19 Misinformation: An Analysis of Steak-Umm and Positive Expectancy Violations","authors":"E. Bogomoletc, Nicole M. Lee","doi":"10.1177/1050651920959187","DOIUrl":"https://doi.org/10.1177/1050651920959187","url":null,"abstract":"COVID-19 has forced many businesses to adjust their communication strategies to fit a new reality. One surprising example of this strategy adjustment came from the company Steak-umm, maker of frozen sliced beef. Instead of finding new ways to promote its products, the company shifted its focus to the public’s urgent needs, breaking down possible approaches to navigating information flow during the pandemic. This resulted in overwhelming praise on social and news media, including almost 60,000 new Twitter followers within a week. Drawing on expectancy violation theory, this case study examines Steak-umm’s strategy, the content of social media responses, and why the approach was successful.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"118 - 125"},"PeriodicalIF":2.2,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/1050651920959187","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41359758","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-01DOI: 10.1177/1050651920958393
Lacy Hope
Throughout the COVID-19 pandemic, Twitter has served as a leading public platform for sharing, receiving, and engaging with virus-related content. To protect users from misinformation, Twitter has enforced stricter content-vetting policies. This article positions Twitter as a politically motivated entity and briefly traces Twitter’s use and applications of the term “harmful content.” The author investigates how the platform’s broadening of its definition of harmful content illustrates Twitter’s strategy for combating misinformation by acting on kairotic moments in a way that is shaped by the diverse authoritative voices already guiding larger public COVID-19 discussions. The article concludes by examining the roles these observations can play in technical and professional communication classrooms.
{"title":"Protecting Pandemic Conversations: Tracing Twitter’s Evolving Content Policies During COVID-19","authors":"Lacy Hope","doi":"10.1177/1050651920958393","DOIUrl":"https://doi.org/10.1177/1050651920958393","url":null,"abstract":"Throughout the COVID-19 pandemic, Twitter has served as a leading public platform for sharing, receiving, and engaging with virus-related content. To protect users from misinformation, Twitter has enforced stricter content-vetting policies. This article positions Twitter as a politically motivated entity and briefly traces Twitter’s use and applications of the term “harmful content.” The author investigates how the platform’s broadening of its definition of harmful content illustrates Twitter’s strategy for combating misinformation by acting on kairotic moments in a way that is shaped by the diverse authoritative voices already guiding larger public COVID-19 discussions. The article concludes by examining the roles these observations can play in technical and professional communication classrooms.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"88 - 93"},"PeriodicalIF":2.2,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/1050651920958393","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48373298","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-01DOI: 10.1177/1050651920958501
T. Batova
This article reviews images of people of Asian descent wearing masks in popular press articles discussing mask shortages and argues that visual framing had the potential of fueling racial antagonism during the initial months of COVID-19’s spread across the United States. Technical communicators need to include globalized perspectives in educational materials about masks as an advocacy strategy that can help communities and individuals to navigate the crisis situation and better protect themselves and those around them.
{"title":"“Picturing” Xenophobia: Visual Framing of Masks During COVID-19 and Its Implications for Advocacy in Technical Communication","authors":"T. Batova","doi":"10.1177/1050651920958501","DOIUrl":"https://doi.org/10.1177/1050651920958501","url":null,"abstract":"This article reviews images of people of Asian descent wearing masks in popular press articles discussing mask shortages and argues that visual framing had the potential of fueling racial antagonism during the initial months of COVID-19’s spread across the United States. Technical communicators need to include globalized perspectives in educational materials about masks as an advocacy strategy that can help communities and individuals to navigate the crisis situation and better protect themselves and those around them.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"50 - 56"},"PeriodicalIF":2.2,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/1050651920958501","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47266049","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-01DOI: 10.1177/1050651920958504
Avery C. Edenfield
Transgender (trans) people always already live with health care precarity, particularly concerning gender transition. During a pandemic, this precarity is heightened. Trans people find themselves without access to necessary cross-sex hormones or isolated with unaccepting or hostile family members. As a result, some engage in tactical technical communication, using the Internet to source knowledge and supplies to manage their transition. This article analyzes these do-it-yourself forms of tactical technical communication that support gender transition in the time of COVID-19.
{"title":"Managing Gender Care in Precarity: Trans Communities Respond to COVID-19","authors":"Avery C. Edenfield","doi":"10.1177/1050651920958504","DOIUrl":"https://doi.org/10.1177/1050651920958504","url":null,"abstract":"Transgender (trans) people always already live with health care precarity, particularly concerning gender transition. During a pandemic, this precarity is heightened. Trans people find themselves without access to necessary cross-sex hormones or isolated with unaccepting or hostile family members. As a result, some engage in tactical technical communication, using the Internet to source knowledge and supplies to manage their transition. This article analyzes these do-it-yourself forms of tactical technical communication that support gender transition in the time of COVID-19.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"15 - 21"},"PeriodicalIF":2.2,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/1050651920958504","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42438809","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-01DOI: 10.1177/1050651920959191
Kirk St.Amant
Individuals act on information that connects to their daily lives. In emergencies like the COVID-19 pandemic, these connections are central to maintaining individual health and community safety. Making such connections requires an understanding of audience perceptions; the better technical communicators address these perceptions, the more successful their materials can be. This article presents a cognitive framework, based on script theory, to help identify and address such factors in the COVID-19 crisis and in future public health challenges.
{"title":"Creating Scripts for Crisis Communication: COVID-19 and Beyond","authors":"Kirk St.Amant","doi":"10.1177/1050651920959191","DOIUrl":"https://doi.org/10.1177/1050651920959191","url":null,"abstract":"Individuals act on information that connects to their daily lives. In emergencies like the COVID-19 pandemic, these connections are central to maintaining individual health and community safety. Making such connections requires an understanding of audience perceptions; the better technical communicators address these perceptions, the more successful their materials can be. This article presents a cognitive framework, based on script theory, to help identify and address such factors in the COVID-19 crisis and in future public health challenges.","PeriodicalId":46414,"journal":{"name":"Journal of Business and Technical Communication","volume":"35 1","pages":"126 - 133"},"PeriodicalIF":2.2,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/1050651920959191","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46863052","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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