Posted by & filed under Member Publications.

The (randomly) selected focus publication for February 2019 is:

Lew, Z., Walther, J. B., Pang, A., & Shin, W. (2018). Interactivity in online chat: Conversational contingency and response latency in computer-mediated communication. Journal of Computer-Mediated Communication, 23, 201-221

ABSTRACT

In dyadic online chats with customers, agents commonly employ scripted responses and converse with several customers simultaneously in order to enhance efficiency. These techniques, however, can affect dimensions of interactivity—conversational contingency and response latency—undermining interpersonal assessments, satisfaction, and organizations’ relationships with customers. This research incorporates aspects of interactivity to the social information processing (SIP) theory of computer-mediated communication, that addresses conversational behaviors that affect interpersonal relations in the absence of nonverbal cues. In a 2 × 2 between-subjects experiment, observers watched one of four versions of a dialogue between a customer and sales support agent, which differed with respect to the agent’s response latency and conversational contingency. Results confirmed deleterious effects of non-contingency on outcomes. Contingency moderated latency effects. Mediation analyses showed indirect effects of contingency via interpersonal judgments on organization/customer relations. Implications for a more comprehensive approach to SIP conclude the study.

A PDF of this article can be accessed here.

Posted by & filed under Member Publications.

The (randomly) selected focus publication for January 2019 is:

Keblusek, L., & Giles, H. (2018). Dress style code and fashion. In H. Giles & J. Harwood (Eds.), The Oxford encyclopedia of intergroup communication (Vol. 1, pp 352-368). New York, NY: Oxford University Press.

ABSTRACT

Forms of dress, ranging from runway fashions and sports jerseys to traditional cultural apparel and religious garb, are central to contemporary social life and are intimately connected to issues of personal and social identity, communicating to others who we are or who we would like to be. Given this, dress style is a subject worthy of serious scholarlyinquiry, particularly within the field of intergroup communication. Dress style—as well as other bodily accoutrements—has received some attention in disciplines across the socialsciences, but has received less attention among those studying intergroup relations and communication. Prominent intergroup communication theories, such as social identity, uncertainty identity, and communication accommodation theories, teach us that clothing choices can reflect actual or desired group affiliations, demarcating group boundaries, shaping and reinforcing social identities, and influencing our perceptions of others. Dress style can also stem from a desire to reduce identity uncertainty, serving as a conduit for personal expression and self-discovery. Overall, intergroup dynamics play a prominent role in shaping dress style and body adornment practices across the globe.

[PDF]

Posted by & filed under Newsletters.

Dear IALSP Members and Friends,

Happy New Year! We hope you enjoy checking out our annual newsletter and learning more about what IALSP has been up to this year, and what 2019 will bring!

Please find the newsletter here.