Submitted by Caroline Xavier (caroline.xavier@pucrs.br) on 2017-08-10T18:03:28Z No. of bitstreams: 1 DIS_CARINE_SIMAS_DA_SILVA_COMPLETO.pdf: 9785824 bytes, checksum: 1dcb9bfad43caf04599e0a4f2ab87fa6 (MD5) / Made available in DSpace on 2017-08-10T18:03:28Z (GMT). No. of bitstreams: 1 DIS_CARINE_SIMAS_DA_SILVA_COMPLETO.pdf: 9785824 bytes, checksum: 1dcb9bfad43caf04599e0a4f2ab87fa6 (MD5) Previous issue date: 2017-07-14 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior - CAPES / The diffusion of communication technologies and the popularity of social networking sites consolidate digital platforms as environments of interaction in different spheres of organizational life. Based on this context and its influence on organizational communication, this work aimed to discuss the use of homepages of university websites as possibilities / alternatives of communication with publics; to relate the modalities and the platforms offered for the interaction; and to highlight the specificities of interaction established between universities and public on the social networking site Twitter. It was considered as alternatives of communication in the digital platforms the "virtual ombudsmen", able to virtualize the speaking and the hearing, in their traditional modalities - usually denominated of speak with us, contact, contacts and / or ombudsman - and resignified - that are the Social networking sites (SCROFERNEKER, 2010, 2013). The research was developed with the 12 Brazilian universities with an institutional concept 5, according to the relation made available in September 2016 on the website of the Ministry of Education Register and e-MEC of Institutions and Courses of Higher Education. It should be pointed out that "Communication with Society" is one of the dimensions considered for obtaining the Concept and Ombudsman, one of the elements analyzed in this dimension. We chose the method of Depth Hermeneutics as a guide for research and, to observe the interactions via Twitter, through the technique of conversation analysis. With the analysis of the homepages, it has been identified that the universities are making available alternatives of digital communication / "virtual ombudsmen" in their sites, however, asynchronous interaction predominates (that does not occur simultaneously) and, in this way, it is possible to affirm that All the potential of the online digital environment is used for interaction with audiences. Likewise, the institutions do not demonstrate that social networking sites are considered as virtual ombudspersons and on the Twitter site, there is a predominance of informative posture - of disclosure by organizations and of public reception. / A difus?o das tecnologias da comunica??o e a popularidade dos sites de redes sociais consolidam as plataformas digitais como ambientes de intera??o em diferentes esferas da vida organizacional. A partir desse contexto e de sua influ?ncia na comunica??o organizacional, esse trabalho objetivou discutir a utiliza??o das homepages dos sites das universidades como possibilidades / alternativas de comunica??o com os p?blicos; relacionar as modalidades e as plataformas oferecidas para a intera??o; e evidenciar as especificidades da intera??o estabelecida entre universidades e p?blicos no site de rede social Twitter. Considerou-se como alternativas de comunica??o nas plataformas digitais as ?ouvidorias virtuais?, capazes de virtualizar o falar e o ouvir, em suas modalidades tradicionais ? normalmente denominadas de fale conosco, contato, contatos e/ou ouvidoria ? e ressignificadas ? que s?o os sites de redes sociais (SCROFERNEKER, 2010, 2013). A pesquisa foi desenvolvida com as 12 universidades brasileiras com conceito institucional 5, conforme rela??o disponibilizada no m?s de setembro de 2016 no site do Cadastro e-MEC de Institui??es e Cursos de Educa??o Superior, do Minist?rio da Educa??o. Conv?m apontar que a ?Comunica??o com a Sociedade? ? uma das dimens?es consideradas para a obten??o do Conceito e a Ouvidoria, um dos elementos analisados nesta dimens?o. Optou-se pelo m?todo da Hermen?utica de Profundidade como guia para a pesquisa e, para observar as intera??es via Twitter, pela t?cnica de an?lise da conversa??o. Com a an?lise das homepages, identificou-se que as universidades est?o disponibilizando alternativas de comunica??o digital/?ouvidorias virtuais? nos seus sites, no entanto, predomina a intera??o ass?ncrona (que n?o ocorre simultaneamente) e, dessa forma, ? poss?vel afirmar que n?o s?o utilizadas todas as potencialidades do ambiente digital on-line para a intera??o com os p?blicos. Igualmente, as institui??es n?o demonstram considerar os sites de redes sociais como ouvidorias virtuais e no site Twitter predomina postura informativa ? de divulga??o por parte das organiza??es e de recep??o por parte dos p?blicos.