Involving the audience: a rhetorical perspective on using social media to improve websites
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York ; London
Routledge, Taylor & Francis Group
2019
|
| Schriftenreihe: | ATTW book series in technical and professional communication
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes index |
| Beschreibung: | xviii, 200 Seiten Illustrationen, Diagramme |
| ISBN: | 9780815384533 9780815384540 |
Internformat
MARC
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| 245 | 1 | 0 | |a Involving the audience |b a rhetorical perspective on using social media to improve websites |c by Lee-Ann Kastman Breuch |
| 264 | 1 | |a New York ; London |b Routledge, Taylor & Francis Group |c 2019 | |
| 300 | |a xviii, 200 Seiten |b Illustrationen, Diagramme | ||
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| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a ATTW book series in technical and professional communication | |
| 500 | |a Includes index | ||
| 650 | 4 | |a Online authorship | |
| 650 | 4 | |a Interactive multimedia | |
| 650 | 4 | |a Web sites |x Design | |
| 650 | 4 | |a Rhetoric |x Social aspects | |
| 650 | 4 | |a Internet |x Social aspects | |
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Datensatz im Suchindex
| _version_ | 1814328978558681088 |
|---|---|
| adam_text |
CONTENTS
List of Figures
List of Tables
Series Editor Foreword
Acknowledgments
xvu
Kill
XIV
XV
1 The Social Web Imperative
1
Large Public Websites Are Increasingly Interactive
and Complex 2
Case Studies of Complex Public Websites 4
Social Media Use Is on the Rise 7
Why Usability Studies Is Primed for Social
Media Research 10
What Social Web Usability Looks Like: Real-time
Feedback 14
Critique 14; Commentary 15; Collaboration 17
How Social Media Informs Website Usability 18
Listen More Closely to Audience Voices 18; Invite
Dialogue with Audience 19; Reinforce Rapid
Iter a tive Design 19
References 20
x Contents
2 Rhetorical Roots of Audience Involvement
What Is “Audience Involvement”? 25
Audience in Classical and Contemporary
Rhetorical Theory 26; Audience in Rhetoric
and Composition/Writing Studies Theory 29
Audience in Technical Communication Theory 30
Audience in Usability and User Experience Practice 32
Inquiry Patterns and Journey Maps 32
Storytelling 34; Personas 35
Finding “Audience Footprints” in Social Media 37
Composite Audience 39; 41
Adherence 42; Minis 43; Treks 44
Summary 47
References 47
3 Social Web Usability Research Method(s)
Selecting Forms of Social Media Feedback Related to
Website Usability 51
Identifying Ethical Issues in Social Web
Usability Research 54
Consent 54; Confidentiality 55; Sampling 55
Audience Representativeness 56
Retrieving Social Media Data 56
Data Management and Preparation 58
Analyzing Social Media Feedback 59
Social Network Analysis 59; Actor-Network Theory
Grounded Theory 60; 61
Analytic Approach Used in This Book 62
Why Did I Use a Case Study Approach? 63
What Cases Are Included? 64
Case 1: MNsure.org 65; 67
Embedded Units of Analysis 70
What Steps Did I Take to Analyze Data? 71
Two Coding Cycles 72
Summary 73
References 74
4 Failure and Fallout/Response and Recovery
Background of HealthCare.gov 76
BackgroundofMNsure.org 77
LaunchofMNsure.org 79
Contents xi
Social Media Feedback: Failure and Fallout 81
First-cycle (In Vivo) Coding 81; Second-cycle (Focused)
Coding 96; Insights on Involved Audience 105
Responses from MNsure: Response and Recovery 106
Facebook Responses 106; Personnel Changes 108
Website Audit 108; Enrollment Adjustments
and Extensions 109; Reb 110
Enrollment Results 112
References 113
5 Trouble with Searches/Managing Change
HCL Website Background 115
2014 New Website Launch 119
Social Media Feedback: Trouble Finding the
Catalog Search Function 122
First-cycle (In Vivo) Coding 124; Second-cycle
(Focused) Coding 132
HCL Response: Managing Change 140
Interview Summary 144
Audience Involvement 144
References 146
6 Audience Involved/Audience Initiated
Insights from Case Studies 148
Contextual Understanding Was Enhanced by
“Issues” and “Impressions” Expressed in Social
Media Comments 148; The Category of “Response”
Underscored the Need for Strong Organizational
Presence in Social Media Spaces—Media
Channels Were Used Differently 149; Both Cases
Affirmed the Importance of “Help” Systems 150
Insights about Audience 151
Involved Audience 151; D 152
Composite Audience 152; 153
Identification 154
Insights about Usability 154
Characteristics of Social Web Usability 156
Future Directions 159
Data Analysis 159; Content Searches 160
Investing in Social Media 160
Social Web Integrity 161
114
147
xii Contents
Summary 162
References 163
Methodological Appendix 164
Modified Grounded Theory 164
First-cycle Coding 166
Second-cycle Coding 167
Social Web Usability 169
References 170
Appendices
Appendix A: Sample Memo 1 171
Appendix B: Sample Memo 2 173
Appendix C: Sample Memo 3 175
Appendix D: First-cycle Codebook for MNsurCase
(MNsure.org), Top Ten Blog Words 177
Appendix E: First-cycle Codebook for MNsure Case
(MNsure.org), Top Ten FacebookWords ISO
Appendix F: First-cycle Codebook for MNsure Case
(MNsure.org), Top Ten Twitter Words 183
Appendix G: First-cycle Codebook for Library Case
(hclib.org), Top Ten Web Form Words 186
Appendix H: First-cycle Codebook for Library Case
(hclib.org), Top Ten Facebook Words 188
Appendix I: First-cycle Codebook for Library Case
(hclib.org), Top Ten Twitter Words 190
Appendix J: Attempt at Second-cycle Coding
(Assigning In Vivo Codes to Categories) 192
Appendix K: First-cycle Codebook of Question Words
in Library Case (hclib.org) 194
Index 195 |
| any_adam_object | 1 |
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| dewey-sort | 3302.23 11 |
| dewey-tens | 300 - Social sciences |
| discipline | Allgemeines Soziologie |
| format | Book |
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