Academic research in 360-degree feedback continues to be dominated by a positivist approach with analyses of the feedback ratings. In contrast, this qualitative study explores how people make sense of 360, across the chain of meaning making involving not only raters and feedback recipients but also HR managers, facilitators and external consultants. Two corporate case studies in the pharmaceutical sector show how 360 evolves as a social process and carries a variety of meanings in different organisations and management contexts. Quasi-scientific rituals are revealed, demonstrating the existence of pseudo-anonymity and of complex use of numerical ratings and narrative comments. Woven alongside these corporate case studies is an autoethnography, which examines emotional and cognitive responses to two rounds of 360 asking for feedback on coaching performance. The autoethnographic thread allows insights into the dynamic relationship between academic and practitioner perspectives, as the researcher moves between both worlds. This PhD makes three contributions: the conceptualisation of 360 as a social process; the questioning of taken-for-granted customs within 360; and a methodological contribution to the development of autoethnographic practice.

Nos dias de hoje, podemos constatar o crescimento das formas de linguagem mediadas pelas tecnologias da informação e comunicação. É em torno dessa constatação e nesse contexto que esta dissertação se insere. Seu tema é a caracterização do par post/comentário à luz da noção de gêneros textuais. Nosso objetivo é refletir sobre o referido, a fim de responder os seguintes questionamentos: (a) se post e comentário são dois gêneros textuais ou partes de um mesmo fenômeno de comunicação/gênero; (b) se são gêneros, como caracterizá-los e diferenciá-los; (c) não sendo o post um novo gênero textual, que especificidades podem caracterizá-lo como ferramenta e quais os aspectos que o vinculam ao gênero comentário. A fim de respondê-los, nossa opção metodológica foi por um estudo documental de cunho qualitativo. Este consistiu na coleta de publicações feitas no perfil da pesquisadora na rede social Facebook por diferentes sujeitos, no período pré e pós eleições brasileiras de 2014, especificamente no mês de outubro. Os posts e comentários selecionados referem-se exclusivamente à temática das eleições presidenciais. Entendemos que as redes sociais têm sido grandes incentivadoras à produção escrita e, consequentemente, promotoras de atividades de compreensão leitora. E, no que concerne em particular ao tema escolhido, acolheram e fomentaram intensos debates. As reflexões sobre leitura, portanto, perpassam este trabalho porque, ao pensarmos no nascimento e uso de um gênero, pensamos, também, em sua recepção, logo, nos processos leitores envolvidos. Para analisar os dados, utilizamos a proposta de Donato (2014), discutindo os quatro pilares constituintes do gênero função comunicativa, forma, conteúdo e suporte, e também pensando em três níveis: o da produção, recepção e contextualização. Como base teórico-metodológica seguimos a perspectiva da sociocognição, calcada especialmente nos estudos de Marcuschi (2005, 2008, 2010), Koch (1996, 2003) e Koch e Elias (2008, 2013), assim como fundamentos de Bakhtin (1997) sobre o caráter sócio-histórico dos gêneros. A título de conclusão, segundo nossas análises, salientamos a interdependência dos elementos do par estudado. No entanto, defendemos a delimitação do post enquanto gênero textual eminentemente digital e não apenas uma ferramenta ou parte do gênero comentário / Today we can see the growth of language forms mediated by information and communication technologies. It is through these findings and in this context that this dissertation is introduced. Its theme is characterized by the pair post/ comments within the light of concept text genres. Our objective is to reflect on the mentioned material above in order to answer the following questions: (a) is post and comment two genres or parts of the same phenomenon of communication / genrer; (b) if these are genre, how do we then characterize them and differentiate between them; (c) if this post is not a new genre, how can we specifically characterize it as a tool and which aspects of the post tie it to the genre comment. In order to answer these questions, our methodological option was a documented study of qualitative nature. This consisted with the collection of publications from the researchers social network profile within Facebook during the period of the Brazilian elections in 2014, specifically from the month of October. The posts and selected comments refer exclusively to the topic of presidential elections. We understand that social networks have been a great incentive towards writing production and therefore promote reading comprehension activities. With regard to the particular chosen theme, we welcomed and encouraged intense debate. When reflecting on literature, we prepare this work for the birth of a new text genre and also how it is received so the reader is involved in the process. To analyze the data, we use the proposed Donato (2014), discussing the four constituent pillars of genre - communicative function, form, content and support. We also considered three levels: production, reception and context. The theoretical and methodological basis we followed the perspective of sociocognitive, based especially on studies from Marcuschi (2005, 2008, 2010), Koch (1996, 2003) and Koch and Elias (2008, 2013), as well as the foundations of Bakhtin (1997) on the socio-historical character of genres. By way of conclusion, according to our analysis, we stressed the interdependence of the pair of elements studied. However, we defend the limitation of the post as an eminently digital text genre and not just as a tool or part of a genre comment

Nos dias de hoje, podemos constatar o crescimento das formas de linguagem mediadas pelas tecnologias da informação e comunicação. É em torno dessa constatação e nesse contexto que esta dissertação se insere. Seu tema é a caracterização do par post/comentário à luz da noção de gêneros textuais. Nosso objetivo é refletir sobre o referido, a fim de responder os seguintes questionamentos: (a) se post e comentário são dois gêneros textuais ou partes de um mesmo fenômeno de comunicação/gênero; (b) se são gêneros, como caracterizá-los e diferenciá-los; (c) não sendo o post um novo gênero textual, que especificidades podem caracterizá-lo como ferramenta e quais os aspectos que o vinculam ao gênero comentário. A fim de respondê-los, nossa opção metodológica foi por um estudo documental de cunho qualitativo. Este consistiu na coleta de publicações feitas no perfil da pesquisadora na rede social Facebook por diferentes sujeitos, no período pré e pós eleições brasileiras de 2014, especificamente no mês de outubro. Os posts e comentários selecionados referem-se exclusivamente à temática das eleições presidenciais. Entendemos que as redes sociais têm sido grandes incentivadoras à produção escrita e, consequentemente, promotoras de atividades de compreensão leitora. E, no que concerne em particular ao tema escolhido, acolheram e fomentaram intensos debates. As reflexões sobre leitura, portanto, perpassam este trabalho porque, ao pensarmos no nascimento e uso de um gênero, pensamos, também, em sua recepção, logo, nos processos leitores envolvidos. Para analisar os dados, utilizamos a proposta de Donato (2014), discutindo os quatro pilares constituintes do gênero função comunicativa, forma, conteúdo e suporte, e também pensando em três níveis: o da produção, recepção e contextualização. Como base teórico-metodológica seguimos a perspectiva da sociocognição, calcada especialmente nos estudos de Marcuschi (2005, 2008, 2010), Koch (1996, 2003) e Koch e Elias (2008, 2013), assim como fundamentos de Bakhtin (1997) sobre o caráter sócio-histórico dos gêneros. A título de conclusão, segundo nossas análises, salientamos a interdependência dos elementos do par estudado. No entanto, defendemos a delimitação do post enquanto gênero textual eminentemente digital e não apenas uma ferramenta ou parte do gênero comentário / Today we can see the growth of language forms mediated by information and communication technologies. It is through these findings and in this context that this dissertation is introduced. Its theme is characterized by the pair post/ comments within the light of concept text genres. Our objective is to reflect on the mentioned material above in order to answer the following questions: (a) is post and comment two genres or parts of the same phenomenon of communication / genrer; (b) if these are genre, how do we then characterize them and differentiate between them; (c) if this post is not a new genre, how can we specifically characterize it as a tool and which aspects of the post tie it to the genre comment. In order to answer these questions, our methodological option was a documented study of qualitative nature. This consisted with the collection of publications from the researchers social network profile within Facebook during the period of the Brazilian elections in 2014, specifically from the month of October. The posts and selected comments refer exclusively to the topic of presidential elections. We understand that social networks have been a great incentive towards writing production and therefore promote reading comprehension activities. With regard to the particular chosen theme, we welcomed and encouraged intense debate. When reflecting on literature, we prepare this work for the birth of a new text genre and also how it is received so the reader is involved in the process. To analyze the data, we use the proposed Donato (2014), discussing the four constituent pillars of genre - communicative function, form, content and support. We also considered three levels: production, reception and context. The theoretical and methodological basis we followed the perspective of sociocognitive, based especially on studies from Marcuschi (2005, 2008, 2010), Koch (1996, 2003) and Koch and Elias (2008, 2013), as well as the foundations of Bakhtin (1997) on the socio-historical character of genres. By way of conclusion, according to our analysis, we stressed the interdependence of the pair of elements studied. However, we defend the limitation of the post as an eminently digital text genre and not just as a tool or part of a genre comment

Submitted by Cássia Santos (cassia.bcufg@gmail.com) on 2015-11-19T13:51:01Z No. of bitstreams: 2 Dissertação - Lara Guerreiro Pires - 2015.pdf: 1125757 bytes, checksum: 2900811b5aa419b91c8371a94f7b7e85 (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2015-11-19T14:10:25Z (GMT) No. of bitstreams: 2 Dissertação - Lara Guerreiro Pires - 2015.pdf: 1125757 bytes, checksum: 2900811b5aa419b91c8371a94f7b7e85 (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Made available in DSpace on 2015-11-19T14:10:25Z (GMT). No. of bitstreams: 2 Dissertação - Lara Guerreiro Pires - 2015.pdf: 1125757 bytes, checksum: 2900811b5aa419b91c8371a94f7b7e85 (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) Previous issue date: 2015-09-02 / Using analytical review of commentary from internet users regarding the subject of the protests that occurred in Brazil in 2013, we sought to understand the concept of citizenship through tools of interaction. We studied the participation in these protests as an expression of democracy and citizenship. To better understand the field from which the research sample was derived, we reviewed the potential of digital networks to become familiar with their characteristics and the opportunities they offer internet users to participate in the public. The analysis of hypertext and comments posted by internet users in the selected materials allowed us to determine that citizenship is the responsibility of the internet user, the reader. This, endowed with consciousness, is responsible for the exercise of one’s own citizenship in the context of interaction with the media, with the content, and with other readers on the internet. / A partir da análise do comentário dos internautas nas matérias sobre os protestos ocorridos no Brasil em 2013, buscamos compreender como se dá o exercício da cidadania por meio das ferramentas de interação. Para tanto, estudamos a participação como expressão da democracia e da cidadania. Para entender melhor o campo no qual está inserida a amostra da pesquisa, fizemos uma revisão das potencialidades das redes digitais para conhecer suas características e as oportunidades que a mídia digital disponibiliza ao internauta para participar da esfera pública. Com a análise dos hipertextos e comentários publicados pelos internautas nas matérias selecionadas foi possível aferir que a cidadania é responsabilidade do interagente – leitor. Este, dotado de consciência, é responsável pelo exercício da própria cidadania no âmbito da interação com veículos de comunicação, com o conteúdo e com outros leitores na internet.

Esta pesquisa qualitativa configurou-se como um estudo de caso dos repertórios interpretativos utilizados na construção de posicionamentos contrários às cotas raciais nas universidades públicas brasileiras, expressos na sessão de comentários à notícia, publicada na internet, da decisão unânime do Supremo Tribunal Federal em favor da legitimidade constitucional do sistema de reserva de vagas baseado em critérios raciais. Partindo da perspectiva epistemológica do construcionismo social e dos instrumentos teóricometodológicos da psicologia social discursiva no estudo da relação entre racismo e discurso, analisei um conjunto de 6 fragmentos de interações, somando 44 registros, retirados de um total de 250 comentários. A organização dos comentários em fragmentos objetivou recortar diálogos espontâneos entre os comentadores, privilegiando aqueles que permitiram o acompanhamento da construção dos posicionamentos contrários ao sistema de cotas raciais. Os resultados encontrados corroboram os achados da pesquisa de Margareth Wetherell e Jonathan Potter (1992) sobre o discurso dos Pakeha Neozelandeses (brancos descendentes de europeus) empregados em posicionamentos sobre o estatuto das relações raciais na Nova Zelândia, particularmente sobre a questão dos programas de ação afirmativa. Tal como nesta pesquisa, o presente estudo de caso encontrou o emprego de argumentos de base liberal na construção de posicionamentos contrários ao sistema de cotas, que no contexto específico das interações analisadas, trabalham em defesa do status quo racista da sociedade brasileira. Nas considerações finais, apontei algumas das vantagens da especificidade do campo empírico recortado para o estudo do racismo, bem como da consideração do racismo como uma prática sócio-cultural de construção de sentidos concretizada a partir do emprego de recursos discursivos disponíveis numa sociedade racista. Sugeri algumas linhas de aprofundamento da análise do material bruto coletado, que ficará disponível para pessoas darem continuidade ao trabalho de analise deste material. Sugeri também a possibilidade de que a abordagem teóricometodológica de trabalho com práticas discursivas e produção de sentido pode ter bons resultados quando aplicada em pesquisas envolvendo grupos de pesquisadores e paridade racial e de gênero. Destaco ainda algumas das possibilidades futuras de pesquisas envolvendo a proposta de pesquisa empírica na sessão de comentários a textos publicados na internet para o estudo dos mais variados temas / This qualitative research was configured as a case study of the interpretative repertoires used in building positions contrary to racial quotas in Brazilian public universities, expressed in the comments to the news published on the Internet, the unanimous decision of the Supreme Court in favor of the constitutional legitimacy of the system of quotas based on racial criteria. Starting from the epistemological perspective of social constructionism and the theoretical and methodological tools of discursive social psychology in the study of the relationship between racism and discourse, I\'ve analyzed a set of 6 pieces of interactions, totaling 44 records taken from a total of 250 comments. The organization aimed to cut fragments comments spontaneous conversations among commentators, privileging those who have allowed the monitoring of the construction of positions contrary to the racial quota system. The results corroborate the findings of research Margaret Wetherell and Jonathan Potter (1992) on the speech of Pakeha New Zealanders (white European descent) employees in positions on the status of race relations in New Zealand, particularly on the issue of affirmative action programs. As this research, this case study found the arguments of neoliberal base to build positions contrary to the quota, which in the specific context of interactions analyzed, work in defense of the racist status quo of the Brazilian society system. In closing remarks, I pointed some of the advantages of specificity clipped to the study of racism empirical field, as well as consideration of racism as a socio-cultural practice of constructing meanings realized from the use of discursive resources available in a racist society. Suggested some lines of further analysis of the crude material collected, which will be available for people to continue the work of analysis of this material. Also suggested the possibility that the theoretical-methodological approach to working with discursive practices and the production of meaning can have good results when applied to research involving groups of researchers and racial and gender parity. Also highlight some of the possibilities for future research involving the proposal of empirical research in the comments to texts published on the Internet for the study of various topics

Word of Mouth (WOM) is an ancient concept that has been around since the uprising of markets. However, due to the increased internet usage a new form of WOM has emerged called Electronic Word of Mouth (eWOM). The concept of eWOM takes form when consumers communicate with each other or a company online. Consumers can communicate by sharing positive and negative comments about the experiences they have had with companies and products. These comments have a positive or negative effect on consumer satisfaction and a company's reputation. Due to this it is important for companies to communicate with their consumers online across various platforms. Companies can communicate with their consumers by responding to comments. An industry that frequently responds to consumers eWOM is the hotel industry. Hotel guests often write reviews and comments online that managers in the hotel industry respond to. However, hotels have visitors from all around the world and consumers from different cultures tend to engage in eWOM in different ways. This is important for hotels to be aware of. Hence, the purpose of this study is to gain a more profound understanding on how managers in the hotel industry respond to eWOM posted on social media and review sites by consumers from different cultures.   This study is a case study where two hotels located in northern Sweden have been interviewed. The interviewees of the two hotels are managers with a lot of experience of the hotel industry. The findings of the case study suggest that hotels respond to consumers' positive and negative eWOM. Positive comments are usually responded to with a personalized and appreciative response to increase consumer satisfaction. Negative comments are responded to by addressing the issue in order to make up for service failure. The study also found that hotels do not pay much attention to cultural differences and the reason for this is because most of the hotel’s consumers are from individualistic cultures.

The master thesis Incorrect expression in selected news sites ́s Facebook pages: comparative analysis deals with uncivil comments in the Facebook pages of two news web sites, which are considered as disinformation - Aeronet.cz and ParlamentníListy.cz, and two news web sites, which are considered as serious - Aktuálně.cz and Novinky.cz. The theoretical part describes previous research with a similar focus, on the results of which I set hypotheses. The reader will be acquainted with the incivility, which is indecency, rudeness, but also with new media or social networks. The aim of the research is to find out whether incivility appear in the Facebook comments under the articles dealing with the migration crisis, and if so, to whom these incivility comments are directed. Comments were collected on articles shared on Facebook pages in the period from 1st January 2019 to 30th June 2019. Qualitative coding of comments identified several regularly recurring categories of incivility, as well as typologies of persons against whom incorrect expressions were directed. The results of the quantitative analysis showed that incivility occurs in the comments, they are most often directed against migrants, using contempt or vulgarisms. As part of the analyzed comments, more incivility appeared on the Facebook pages...

I den här undersökningen har lärarkommentarer i studentuppsatser under hundra år undersökts med syfte att ta reda på vad dessa kan säga om språkliga normer och deras utveckling vid Karlstads högre allmänna läroverk mellan åren 1868 och 1968.  Undersökningen har begränsats till tre nedslag med femtio års mellanrum, 1868, 1918 och 1968, där lärarnas kommentarer kategoriserats efter funktion. Kategorierna har också analyserats separat med hjälp av utvalda exempel från respektive kategori. Slutligen har resultatet jämförts med tidigare forskning om elevspråk i studentuppsatser.  Resultatet visar dels på att elevernas skriftliga språknorm framför allt under 1900-talets senare hälft blivit enklare och mer talspråklig, och att lärare alltid i viss mån har velat motverka eller bromsa den utvecklingen, men dels också på lärarens språkmakt och tolkningsföreträde i att bedöma vad som är rätt och fel. Det visar också att lärarnas språkvårdande funktion varit stark under hela undersökningsperioden. / In this study, teacher comments in student essays have been examined with the aim of finding out what these can say about linguistic norms and their development at Karlstad's secondary upper school between 1868 and 1968. The study is limited to years at fifty-year intervals, 1868, 1918 and 1968, in which the teachers' comments were categorized by function. The categories have also been analyzed separately using examples from each category. Finally, the result has been compared with previous research on student language in student essays. The result shows that the norm of students' written language, especially during the latter half of the 20th century, is less complex and closer to colloquial language, and that teachers to some degree always have wanted to slow down this development. However it also shows the teacher's language power in assessing what is right and wrong. Furthermore, the study shows that the teachers' language cultivational function has remained strong throughout the investigation period.

I den här undersökningen har lärarkommentarer i studentuppsatser under hundra år undersökts med syfte att ta reda på vad dessa kan säga om språkliga normer och deras utveckling vid Karlstads högre allmänna läroverk mellan åren 1868 och 1968.  Undersökningen har begränsats till tre nedslag med femtio års mellanrum, 1868, 1918 och 1968, där lärarnas kommentarer kategoriserats efter funktion. Kategorierna har också analyserats separat med hjälp av utvalda exempel från respektive kategori. Slutligen har resultatet jämförts med tidigare forskning om elevspråk i studentuppsatser.  Resultatet visar dels på att elevernas skriftliga språknorm framför allt under 1900-talets senare hälft blivit enklare och mer talspråklig, och att lärare alltid i viss mån har velat motverka eller bromsa den utvecklingen, men dels också på lärarens språkmakt och tolkningsföreträde i att bedöma vad som är rätt och fel. Det visar också att lärarnas språkvårdande funktion varit stark under hela undersökningsperioden. / In this study, teacher comments in student essays have been examined with the aim of finding out what these can say about linguistic norms and their development at Karlstad's secondary upper school between 1868 and 1968. The study is limited to years at fifty-year intervals, 1868, 1918 and 1968, in which the teachers' comments were categorized by function. The categories have also been analyzed separately using examples from each category. Finally, the result has been compared with previous research on student language in student essays. The result shows that the norm of students' written language, especially during the latter half of the 20th century, is less complex and closer to colloquial language, and that teachers to some degree always have wanted to slow down this development. However it also shows the teacher's language power in assessing what is right and wrong. Furthermore, the study shows that the teachers' language cultivational function has remained strong throughout the investigation period.

Consumers use social media to share their service experiences, positive and negative. Some organizations lack strategies to respond to the negative comments, which can inhibit service recovery and harm the success of the organization. The purpose of this case study was to explore strategies used by social media managers to manage negative comments posted on social media sites. The study's conceptual framework was social exchange theory. Participants in Central Ohio were recruited through e-mail. Data were gathered by observing 2 social media marketers manage social media and by interviewing social media managers. Secondary data from the organization displayed the engagement level of consumers. The data were coded for emergent themes, which revealed community management, engagement, and reputation management. Data analysis of the themes suggested that organizations should search daily for reviews and respond immediately and organizations should create a positive social media environment by encouraging conversations and engaging followers in conversations. Further, organizations should use experience comments as an opportunity to create value and not delete comments unless derogatory to the audience. Lastly, the analysis demonstrated that organizations should build and maintain relationships with customers and other audiences through social media. Marketers reading this study can learn and implement strategies for responding to negative comments posted on social media. This study may promote social change by enhancing service recovery for organizations, improving experiences for consumers, and informing marketers of the prominent role of social media in communications and marketing plans.