Skip to main content
padlock icon - secure page this page is secure

“Wat vervelend dat de fiets niet is opgeruimd! Heb je een zaaknummer voor mij? ^EK”

Buy Article:

$15.00 + tax (Refund Policy)

Abstract

“Annoying that the bike hasn’t been removed! Can you give me a case number? ^EK”: Conversational Human Voice in webcare of Dutch municipalities

The conversational communication style organisations use in webcare is an important factor affecting its success, and is referred to as the Conversational Human Voice (CHV, Kelleher, 2009; Kelleher & Miller, 2006). This communication style reflects attributes such as treating others as humans, using a personal communication style, and being open to dialogue. Although several experimental studies investigated the relation between conversational linguistic elements in webcare messages and perceived CHV (for example Crijns, Cauberghe, Hudders & Claeys, 2017; Huibers & Verhoeven, 2014), there are considerable differences in the type and number of linguistic elements they used. Therefore we developed an instrument based on scientific research to identify conversational linguistic elements reliably. Next, we investigated how often these elements occurred in a corpus of 480 webcare conversations between twenty Dutch municipalities and their citizens, and to what extent they differ in its usage. The results showed that the identification instrument was reliable. Furthermore, municipalities often personalize their webcare responses, but hardly use informal language and invitational rhetoric. Large municipalities, such as Amsterdam and ’s-Hertogenbosch, appeared to be more progressive in applying conversational elements in webcare than medium-sized municipalities, such as Gouda and Deventer.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
No Metrics

Keywords: Conversational Human Voice; conversational linguistic elements; corpus analysis; municipalities; webcare

Document Type: Research Article

Affiliations: 1: Email: E-mail: [email protected] 2: Email: E-mail: [email protected]

Publication date: April 12, 2018

More about this publication?
  • Het Tijdschrift voor Taalbeheersing verschijnt drie keer per jaar en biedt een platform aan taalbeheersers om de resultaten van wetenschappelijk onderzoek naar taal- en tekstgebruik te publiceren. Het onderzoek waarover gerapporteerd wordt, richt zich zowel op schriftelijke als mondelinge taalvaardigheid, op begrijpelijk en/of effectief taalgebruik, op vormen en functies van verschillende tekstgenres en op taalkundige kenmerken van communicatie. Het tijdschrift biedt ruimte aan onderzoek vanuit verschillende disciplines zoals taalwetenschap, tekstwetenschap, conversatie-analyse, communicatiewetenschap, psychologie, onderwijskunde, argumentatietheorie en retorica.

    The Dutch-language journal Tijdschrift voor Taalbeheersing is a platform for academics to publish research results about the use of language and texts. The research focuses on written and oral language skills, on understandable and/or effective language usage, on characteristics of different text genres and on characteristics of texts in communication.
  • Editorial Board
  • Information for Authors
  • Back Issues
  • Peer Review, Ethics and Malpractice
  • Ingenta Connect is not responsible for the content or availability of external websites
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more