Una investigación que indaga en torno a la categoría discursiva “amixer”, y cómo se constituyen y despliegan las prácticas y discursos discriminatorios en las redes sociales virtuales, específicamente en Facebook. Es, entonces, una mirada a la red social virtual como una zona de debate o encuentro cultural; un escenario virtual de intercambio simbólico de múltiples vías, en el cual diversos actores sociales participan para negociar, resistir y consensuar su encuentro con Otros, con el fin principal de situarse, definirse y distinguirse, para mantener simbólicamente sus fronteras sociales. En este sentido, la ilusión ampliamente difundida por los medios de comunicación masiva de las redes sociales virtuales como espacios abiertos, libres y democráticos se complejiza al producirse procesos sociales imaginarios de privatización de espacios virtuales. Desde la plataforma tecnológica se articularon los procesos de debate y negociación de consensos colectivos para la identificación, categorización, definición y estereotipación de un nuevo sujeto discursivo que llegó a escena, con el objetivo de identificarlo y nombrarlo para ser detenido, en un intento por mantener vigentes fronteras simbólicas. Estas se presentan cada día como más borrosas e inestables debido al embate de fuertes cambios sociales, económicos, tecnológicos y geográficos ocurridos en el Perú contemporáneo, y que están marcados –principalmente– por el surgimiento de una nueva y amplia clase media y emergente. Como parte de estos procesos, se definieron y consensuaron rasgos de marcación social; se configuró una tipología; se recurrió a la memoria y a la cotidianidad, a la ironía, al insulto, a la parodia, al gusto y al chiste, a la vieja costumbre tan peruana de clasificar choleando, marcando con categorías inherentes a los discursos raciales. / This research project examines the term “amixer” as a discursive practice, and more broadly how practices and discourses are built and spread in virtual social networks, specifically on Facebook. It is, therefore, a look at the social network as an area of debate or cultural meeting; a virtual scenario of multiple-way symbolic exchange, in which diverse social factors take place to negotiate, resist and agree on their encounters with Others, with the main objective of placing, defining and distinguishing themselves, in order to symbolically maintain their social barriers. On that sense, the illusion of social networks as open, free and democratic spaces, widely spread by the massive media, becomes more complex. Focusing on the Peruvian use of Facebook, I argue that social networks have produced imaginary social processes of privatization of virtual spaces. The debates and the negotiation of collective consensus that took place on this technological platform around a new discursive subject (the ‘amixer’), intended its identification, categorization, definition and stereotypification with the sole objective of naming and situating it, in an attempt to stop its social mobility and keep current symbolic borders. Symbolic borders become blurrier and more unstable in contemporary Peru, where the strong social, economic, technological and geographic changes that took place since the late twentieth century gave place to the out coming of a new and broad middle and emerging class. As part of those processes, new traits of social status were defined and agreed on; a typology was configured; and memory and everydayness, irony, insult, parody, taste and jokes were used, as was the old and so Peruvian habit of classifying as “cholo”, in order to define subjects and their positions with intrinsic categories of an old racial discourse. / Tesis

Submitted by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-01-25T19:13:00Z No. of bitstreams: 1 AdrianoPaulinoMenezesDissertacao2017.pdf: 1288108 bytes, checksum: 28cd23709504aaaeb4dee681b07f54cf (MD5) / Approved for entry into archive by Sara Ribeiro (sara.ribeiro@ucb.br) on 2018-01-25T19:13:14Z (GMT) No. of bitstreams: 1 AdrianoPaulinoMenezesDissertacao2017.pdf: 1288108 bytes, checksum: 28cd23709504aaaeb4dee681b07f54cf (MD5) / Made available in DSpace on 2018-01-25T19:13:14Z (GMT). No. of bitstreams: 1 AdrianoPaulinoMenezesDissertacao2017.pdf: 1288108 bytes, checksum: 28cd23709504aaaeb4dee681b07f54cf (MD5) Previous issue date: 2017-08-31 / This dissertation will address a recent communicational phenomenon in the history of this country: the explosion of Internet social networks, in particular, the application of these networks as tools for transmitting the entrepreneurial image of Brazilian banking institutions, such as initial support in propaganda and marketing to the beginning of a commercial relationship and also as a communication channel where customers may suggest, disseminate, complain, request information and relate directly to the bank, obtaining quick responses. The concepts regarding Internet technology will be explained and how it has been created in the last century, the advent of social networks with cheaper costs of telephony and equipment???s, a history of the world financial system demonstrating the origin and structuring of monetary and trade exchanges, suggestions on how the Brazilian banking network can take ownership of these new instruments, the communication theories in the "state of art" that can be applied to base the client-bank interaction, the best way to enter and communicate through these networks, a proposal for use of this study by the Banco do Brasil institution, and the proof that social networks can be used to negotiated transactions that meet the Contracting Parties (customer and supplier). / Esta disserta????o abordar?? um fen??meno comunicacional recente na hist??ria do pa??s: a explos??o das redes sociais de Internet, em especial, a aplica????o dessas redes como ferramentas de transmiss??o da imagem empresarial de institui????es banc??rias brasileiras, como apoio inicial em propaganda e marketing para o in??cio de uma rela????o comercial, e tamb??m como canal de comunica????o onde os clientes podem sugerir, divulgar, reclamar, solicitar informa????es e se relacionar diretamente com o banco, obtendo respostas r??pidas. Ser??o explicados os conceitos referentes ?? tecnologia da Internet e como se deu sua cria????o nos anos 50, o advento das redes sociais com o barateamento dos custos da telefonia e de equipamentos, um hist??rico do sistema financeiro mundial demonstrando a origem e estrutura????o das trocas monet??rias e do com??rcio, sugest??es sobre como a rede banc??ria brasileira pode se apropriar desses novos instrumentos, as teorias da comunica????o no ???estado da arte??? que podem ser aplicadas para embasar a intera????o cliente-banco, a melhor forma de se inserir e de se comunicar por essas redes, uma proposta de utiliza????o direta deste estudo pela institui????o Banco do Brasil, e a comprova????o de que as redes sociais podem ser utilizadas para realizar transa????es negociais que atendam ??s partes contratantes (cliente e fornecedor).

This thesis is a study of Facebook users’ beliefs attitudes and behaviour towards personalised adverts on the site, using Wang & Suns theory about the relationship between beliefs and attitude toward online advertising (ATOA) and the connection between attitude and behaviour. The result, based on qualitative research and interviews, will introduce a deeper understanding and interpretation of users’ beliefs, attitudes and behaviour toward personalised adverts. The result showed that people perceive the site’s personal adverts as intrusive and interfering with their personal space and the purpose of the site. Users also have a slightly more positive attitude towards adverts which were recommended or “liked” by a friends. Furthermore, the result shows that users negative attitude towards the ad also affects their behaviour and interaction with the ads. / Program: Magisterutbildning i strategisk information och kommunikation

The aim of this Master’s thesis is to examine how librarians talk about users in social media. Using a method of discourse analysis based on Ernesto Laclau’s and Chantal Mouffe’s theoretical concepts it seeks to answer the following questions: How do librarians describe and comment on users in social media? In which contexts do librarians talk about users in social media? Which ideas of the relationship between the librarians and the users do the user discourses present?The study focuses on a Facebook page called “Arga Bibliotekstanten” (The Angry Library Lady) and all its posts and comments during the period of January to June 2013. This is an “open” page available for anyone to follow; at the time of the study it had approximately 1800 “followers” and 4000 “friends”, both librarians and users.The results show that librarians talk about the users in a variety of ways, but mainly concerning money, behavior and task. There is a high tolerance for negative comments about users on the page, and the dominating discourse is that of the user as a problem. In combination with the other two discourses found: the user as a task, and the user as in need of help, the idea of the relationship between the librarians and the users is one of inequality. The librarian’s role is presented either as edifying towards a badly behaved and/or badly instructed public, or as a reluctant servant obliged to cater to the user’s every need. / Program: Bibliotekarie

The focus of this thesis is to examine posts on library’s Facebook pages and to investigate possible connections between posts and user response. The study examines posts published from thirty different libraries Facebook pages over a two week period to examine if any correlation between different subjects or types of posts affects the degree and type of response from the users.The findings show that photos stand for the majority of the published post concerning its type and that activities at the library was the most common subject of posts. After using eta as measure of association a tenuous connection between degree of response and the posts subject and between the degree of response and the type of post was found. The standard deviation, however, was high in the majority of the variables used. The data also showed that posts containing videos had a very high mean of user response as did the subject culture news, although either of them constituted a sufficiently large part of the examined material in order to prove a connection. Previous research also supports the connection between posting of multimedia like videos and the engagement from the users. / Program: Bibliotekarie

Syfte: Undersökningen syftar till att genom observationer av grupper i Facebook beskriva hurföretag i nuläget ska använder sig av denna kommunikationsmöjlighet. Med stöd av teorieroch datamaterial, leder mönster i kommunikationen fram till förslag hur företag kan förbättrasin kommunikation och genom detta nå fram till bättre resultat.Teoretisk referensram: De teorier som ansetts relevanta för undersökningen är kundlojalitet,CRM och CIM.Metod: Insamling av primärdata sker genom observation av sex företags grupper påFacebook. En urvalsdiskussion har lett till valet att undersöka tre större företag och tremindre. För att lättare hantera kvantitativa data används ett verktyg för att bedöma gruppernasaktivitetsnivå. För att strukturera hanteringen av kvalitativ data, har materialet delats in i olikakategorier. De mönster vi har funnit i kategorierna har sedan kopplats samman med teorier.Resultat: De undersökta företagsgrupperna är: Coca-Cola, H&M, IKEA, COOP, Vagabondoch Mecenat. Grupperna presenteras med information om själva gruppen samt vad som harskett i grupperna under observationen. Det insamlade materialet består av både kvalitativ ochkvantitativ data. Kvantitativ data beskriver gruppernas aktivitetsnivå. Kvalitativ data hargrupperats i kategorier för att ge en överblick av sammanhanget. Därefter har materialetanalyserats med hjälp av den teoretiska referensramen.Slutsatser: Undersökningen har visat att företag som kommunicerar med användare ochkunder via det sociala mediet Facebook är i behov att grunda inlägg professionellt ochuttrycka dem med personlig prägel. Det är av vikt att företag hanterar kritik öppet och möterkunder på personlig nivå. Det är företagets ansvar att motivera användare till dialog genommotivationsinlägg och aktivitetsinlägg.

Como estudiante de la carrera de Ciencias de la Comunicación con mención en Publicidad, siempre me interesaron los efectos de la comunicación, y especialmente, de la publicidad. Luego, con el auge de los medios sociales, comencé a preguntarme por los efectos de la publicidad en ellos. Si los efectos de la publicidad tradicional no solo se daban por la llegada del mensaje a la audiencia, sino por una serie de factores previos en ella, estos efectos tendrían a su vez nuevas posibilidades a través de los medios sociales, por sus atributos de bidireccionalidad e interacción en tiempo real (Kaplan & Haenlein 2010). Entonces supe que quería que mi tesis de licenciatura tratara de ahondar en los efectos de los medios sociales, pues quería responder qué pueden lograr las marcas a través de estos nuevos medios. / Tesis

abstract: The aim in this sociopragmatic study was to identify the linguistic and nonlinguistic types of responses used by Saudi Facebook users in the comments of congratulations on the events of happy news status updates on Facebook. People usually express their feelings and emotions positively to others when they have happy occasions. However, the ways of expressing congratulation may vary because the expressive speech act “congratulations” is not the only way to express happiness and share others their happy news, especially on the new social media such as Facebook. The ways of expressing congratulation have been investigated widely in face-to-face communication in many languages. However, this has not yet been studied on Facebook, which lacks prosodic strategies and facial expressions that help to convey feelings, despite a few contributions on studying various expressive speech acts such as compliment, condolences, and wishing, among others. Therefore, a total of 1,721 comments of congratulation were collected from 61 different occasions and analyzed qualitatively and quantitatively by using the frame-based approach to understand the construction of politeness of congratulation on Facebook. The results showed 23 verbal types of responses used by the users; however, the use of “congratulations,” “offer of good wishes,” “praise,” and “statements indicating the situation was warranted” were the most frequently used strategies. The results also showed 100 patterns of verbal compound strategies, but the use of “congratulations” with “offer of good wishes” was the most frequently used compound strategy. In addition, 42 types of emojis were found in the comments and categorized into seven different functions. However, the function of expressing endearment was the most frequently used one. Finally, the results showed that the posts received 31 sharings and 3 types of emoji reactions, such as “like” (Thumbs up), “love” (Beating heart), and “wow” (Surprised face), but the use of “like” was the most frequent emoji reaction to the posts. The explored different ways of expressing congratulation and sharing with others their happy news indicated that the linguistic strategies are not the only way to express happiness on Facebook. Therefore, users employed nonlinguistic strategies to express happiness and intensify their congratulations. / Dissertation/Thesis / Doctoral Dissertation English 2017

Seminario para Optar al grado de Ingeniero Comercial,Mención Administración / El presente Seminario de Título busca entregar a los micro y pequeños empresarios una guía que sirva como herramienta para desarrollar de manera efectiva su estrategia comunicacional de manera digital a través de redes sociales, siendo esto atractivo debido al bajo costo que implica utilizarlas y a los beneficios que se pueden obtener en cuanto a imagen de marca y fidelización de clientes. Para llevar a cabo lo anterior, en primer lugar se realizó un análisis de datos secundarios, la cual se efectuó mediante papers, noticias, entrevistas y documentos digitales, lo cual brindó una base para poder efectuar el marco teórico abarcando conceptos asociados a empresas en Chile, internet y su uso, marketing y marcas, y siendo a la vez posible contextualizar la situación actual respecto al uso de redes sociales como parte de la estrategia comunicacional de las empresas, tanto en Chile como en otros países, pudiendo identificar factores críticos del éxito y definir las claves de una buena gestión digital. Posteriormente, se dio lugar a la obtención de datos primarios, principalmente obtenidos mediante la observación y análisis de la estrategia digital que llevan a cabo tanto en Facebook como en Twitter empresas de diversos tamaños, además de efectuar una encuesta a un grupo de microempresarios pertenecientes al Creeme de la Universidad de Chile, para obtener de manera exploratoria una visión general respecto al uso que dan actualmente las microempresas a las redes sociales como herramienta para promocionar sus negocios o mantener el contacto con los clientes, obteniendo de manera sorpresiva que un gran porcentaje de ellos si las utiliza, y que tanto quienes las usan, como quienes no lo hacen, utilizarían una guía que los apoye en el proceso de gestionar digitalmente la estrategia comunicacional de su microempresa. Finalmente, se presenta la propuesta de una guía para la gestión de estrategia comunicacional en redes sociales, Facebook y Twitter, para mejorar la fidelización de clientes e imagen de marca tanto de micro como pequeñas empresas, comenzando desde lo básico, qué es Facebook y Twitter, y cómo crear una cuenta, hasta brindar un cronograma de actividades y métricas de evaluación para el desempeño de la estrategia digital.

With the advent of a range of social networks, librarians all over the world have startedto ask themselves how this new technology can be used as a way to market theirlibraries. Today's information websites and search engines are difficult competitors forlibraries and information centers, and are forcing traditional information institutions tomarket themselves in new ways.Marketing theories have traditionally concerned themselves with money transactionsand marketing of specific services and/or products. Relationship marketing theories, onthe other hand, focus more on the relationship between the customer and the companythat produces the product or service. These two parties are seen as co-producers, andrelationship marketing theories tend to focus more on a win-win situation, than on thecompany gaining power of the customer. The relationship is the important thing, and thetheories concentrate to a great extent on how to nourish these relationships.This paper is a discussion about whether Facebook as a social network is a usable toolfor library marketing. Since both libraries and social networks are all aboutrelationships, we chose to make use of a relationship marketing theory to investigatethis. This theory was Evert Gummesson's theory about the most important relationshipsin marketing.The literature we have used in our analysis shows different meanings when it comes tohow to best, if at all, market a library on Facebook. The conclusion is that there is notone correct answer and every different library has to explore what is best for them. / Program: Bibliotekarie