“Wat vervelend dat de fiets niet is opgeruimd! Heb je een zaaknummer voor mij? ^EK”: Conversational human voice in webcare van Nederlandse gemeenten

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

Charlotte van Hooijdonk, C. Liebrecht

Research output: Contribution to journalArticleScientificpeer-review

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Abstract

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.
Original languageDutch
Pages (from-to)45-81
Number of pages37
JournalTijdschrift voor Taalbeheersing
Volume40
Issue number1
Publication statusPublished - 2018

Fingerprint

municipality
linguistics
communication
rhetoric
dialogue
citizen
language

Keywords

  • webcare
  • Conversational Human Voice
  • conversational linguistic elements
  • corpus analysis
  • municipalities

Cite this

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title = "“Wat vervelend dat de fiets niet is opgeruimd! Heb je een zaaknummer voor mij? ^EK”: Conversational human voice in webcare van Nederlandse gemeenten",
abstract = "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.",
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author = "{van Hooijdonk}, Charlotte and C. Liebrecht",
year = "2018",
language = "Dutch",
volume = "40",
pages = "45--81",
journal = "Tijdschrift voor Taalbeheersing",
issn = "1573-9775",
number = "1",

}

“Wat vervelend dat de fiets niet is opgeruimd! Heb je een zaaknummer voor mij? ^EK” : Conversational human voice in webcare van Nederlandse gemeenten. / van Hooijdonk, Charlotte; Liebrecht, C.

In: Tijdschrift voor Taalbeheersing, Vol. 40, No. 1, 2018, p. 45-81.

Research output: Contribution to journalArticleScientificpeer-review

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T2 - Conversational human voice in webcare van Nederlandse gemeenten

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AU - Liebrecht, C.

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N2 - 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.

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