A COMUNICAÇÃO CORPORATIVA E O DISCURSO DO CONSUMIDOR CONTEMPORÂNEO NOS SITES SOCIAIS DE RECLAMAÇÃO: DECEPÇÃO E COABITAÇÃO NA REDE – DESAFIOS E OPORTUNIDADES

A expansão das redes sociais virtuais, o aperfeiçoamento das técnicas de informação, a penetrabilidade do capitalismo de concorrência e o fragmentado sujeito pós-moderno constituem, ao lado da sociedade de consumo, os pilares desta tese. Nossa hipótese central é que as redes sociais da Internet ampliam os espaços de participação, compartilhamento, colaboração e manifestação das decepções do consumidor, mas não diminuem as descontinuidades, a incompreensão e o desrespeito oriundos das relações e práticas de consumo, podendo, muitas vezes, aceleraremasconflitualidades. A abertura para o diálogo, o incitamento à tomada de poder do sujeito e a multiplicação das trocas entre empresas e consumidores representam a oportunidade e o desafio de valorizarmos a concepção normativa da comunicação, admitindo as dificuldades da intercompreensão, a urgência da coabitação e a realidade da incomunicação. Recorremos à Análise de Discurso de tradição francesa (AD) como campo teórico-metodológico para analisar o discurso do consumidor inscrito na plataforma Reclame AQUI e construir uma crítica à comunicação corporativa contemporânea; a partir dos conceitos de cenografia, ethos e esquematização enunciativa, verificamos como a ideologia opera no interior das cenas daenunciação do consumo, constituindo uma ordem própria ao discurso do reclamante decepcionado. Esta análise ratificou as discussões teóricas que levamos a cabo, servindo de suporte para a problematização e o debate das sete cenografias que se evidenciaram no/pelo discurso do sujeito/consumidor: respeito/desrespeito, ameaça, promessa e frustração, mau atendimento e problema não resolvido, negociação, clientes novos x antigos e consumidor enganado; a imbricação do nosso corpuse o arcabouço teórico coloca na ribalta a necessidade de políticas de comunicação organizacional norteadas pelo senso prático de outridade, transcendendo as relações puramente mercadológicas; ao mesmo tempo, lança luz sobre apremência de mais solidariedade, compaixão, capacidade de escuta, compreensão e coabitação para as corporações que funcionam em uma sociedade guiada pelo frenesi da ética da concorrência e da consumolatria. Esta tese evidencia que a atuação dos consumidores e das empresas no mundo on-line representa mais que um elemento circunstancial de (in) tolerância mútua; desenha um destino comum que pode ter como rumo a outridade solidária do próximo, aceitando a experiência da alteridade, o risco do fracasso e a esperança da confiança e do respeito que a comunicação pode conceber.

Desenvolvimento de aplicações que marcam presença na web

O principal objectivo deste relatório é documentar a experiência como estagiário na empresa The Silver Factory – Marketing, Design e Gestão Comercial, Lda, no âmbito da unidade curricular de Estágio do Mestrado em Engenharia-Informática – Computação Móvel (MEI-CM). Sendo este estágio uma parte integrante para a obtenção do grau de Mestre, foram postos em prática conhecimentos adquiridos ao longo do meu percurso universitário (Licenciatura e 1º ano de Mestrado) de modo a concluir com sucesso todos os projetos que me foram propostos. Durante este estágio trabalhei na área da comunicação online, através do desenvolvimento de websites e auxiliando na gestão do alojamento dos clientes. O principal objetivo foi desenvolver um backoffice e os seus respetivos componentes. Dos vários componentes desenvolvidos os mais importantes foram o Content Management System que permite fazer a gestão do conteúdo apresentado em frontend, e o Projetct Management Tool, que permite a uma empresa gerir os seus clientes, e os projetos que desenvolve para os mesmos, com a possibilidade de visualização do progresso de desenvolvimento desses projetos utilizando um gráfico de Gantt interativo.

Projeto de Desenvolvimento de um Sistema de Gestão de Destinos (SGD): O Caso das Entidades Regionais de Turismo em Portugal

Enquadramento: O presente projeto de investigação surge num contexto onde as tecnologias estão cada vez mais enraizadas nas sociedades e onde a web se tornou no canal preferido de distribuição para uma boa parte das Organizações de Gestão de Destinos (OGDs) e dos consumidores finais (Butler, 2002; Gretzel, Yuan, & Fesenmaier, 2000; Kramer, Modsching, ten Hagen, & Gretzel, 2007). As novas Tecnologias da Informação e Comunicação (TICs) afiguram-se, assim, como uma das áreas mais críticas para o sucesso do turismo, no presente e no futuro, sendo vitais para a forma como se promovem os destinos turísticos (Machado & Almeida, 2010). Descrição: Pretende-se apresentar uma proposta extensiva de desenvolvimento de um Sistema de Gestão de Destinos (SGD), de âmbito regional, devidamente orçada e economicamente viável, para ajudar as OGDs na gestão, promoção e distribuição holística do destino turístico Portugal. Objetivos: Desenvolvimento sustentável e integrado dos destinos turísticos portugueses, a nível regional; aposta nos canais digitais como forma de adaptação às novas tendências de mercado no setor do turismo; envolvimento de todos os stakeholders no projeto (entidades públicas e privadas), por forma a aumentar os índices de coesão nos destinos turísticos; satisfação das necessidades de planeamento e de reserva dos potenciais turistas/visitantes; e incremento da qualidade geral da experiência turística no destino Portugal. Investigação Empírica: Parte 1 – Realização de um estudo Delphi, com a participação de um painel de 12 especialistas nas áreas do turismo e das TICs, para aferição e hierarquização das principais barreiras à adoção de SGDs; Parte 2 – Estudo avaliativo da eficácia dos websites oficiais das 5 Entidades Regionais de Turismo (ERTs) portuguesas, por intermédio do modelo adaptado de ICTRT (na versão de Charoula et al., 2014), aplicado por um avaliador externo recrutado para o efeito. Resultados e Conclusões: Identificaram-se e hierarquizaram-se 55 barreiras à adoção de SGDs, para a realidade portuguesa; apresentaram-se e escrutinaram-se os índices de eficácia dos websites oficiais das 5 ERTs em Portugal; e apresentou-se uma proposta de desenvolvimento de um SGD devidamente orçada e economicamente viável. No final, discutiram-se os principais resultados, teceram-se considerações gerais sobre o projeto e enunciaram-se as principais limitações e possíveis futuras linhas de investigação.

Online information seeking by patients with bipolar disorder:results from an international multisite survey

Background: Information seeking is an important coping mechanism for dealing with chronic illness. Despite a growing number of mental health websites, there is little understanding of how patients with bipolar disorder use the Internet to seek information. Methods: A 39 question, paper-based, anonymous survey, translated into 12 languages, was completed by 1222 patients in 17 countries as a convenience sample between March 2014 and January 2016. All patients had a diagnosis of bipolar disorder from a psychiatrist. Data were analyzed using descriptive statistics and generalized estimating equations to account for correlated data. Results: 976 (81 % of 1212 valid responses) of the patients used the Internet, and of these 750 (77 %) looked for information on bipolar disorder. When looking online for information, 89 % used a computer rather than a smartphone, and 79 % started with a general search engine. The primary reasons for searching were drug side effects (51 %), to learn anonymously (43 %), and for help coping (39 %). About 1/3 rated their search skills as expert, and 2/3 as basic or intermediate. 59 % preferred a website on mental illness and 33 % preferred Wikipedia. Only 20 % read or participated in online support groups. Most patients (62 %) searched a couple times a year. Online information seeking helped about 2/3 to cope (41 % of the entire sample). About 2/3 did not discuss Internet findings with their doctor. Conclusion: Online information seeking helps many patients to cope although alternative information sources remain important. Most patients do not discuss Internet findings with their doctor, and concern remains about the quality of online information especially related to prescription drugs. Patients may not rate search skills accurately, and may not understand limitations of online privacy. More patient education about online information searching is needed and physicians should recommend a few high quality websites.

Young students' use of the internet for mental health information and support

It is recognized that young people experience difficulties in accessing mainstream mental health services particularly because of the stigma that remains associated with mental health problems. One potential solution is to use the many websites available offering information and support for mental health problems, such support and information could be offered by Psychiatric Nurses. However, young peoples' usage and views on using the Internet for this purpose has yet to be examined. This quantitative descriptive study aimed to elicit the views of 922 University students, aged between 18 and 24 years, on using the Internet for mental health information and support. Data were collected using a 30-item self-designed questionnaire and analysed using descriptive statistics. The findings indicated that 72.4% of participants used the Internet several times a day. In addition, 30.8% had previously searched for mental health information online, predominantly on depression. While it was found that 68% of participants indicated that they would use the Internet for mental health support if they needed to, 79.4% would still prefer face to face support. It is concluded that young people are willing to use the Internet for mental health information and that it represents a viable source of support for this age group.

Adult orthodontics: internet information and a national survey

Aims: 1. To investigate the reliability and readability of information on the Internet on adult orthodontics. 2. To evaluate the profile and treatment of adults by specialist orthodontists in the Republic of Ireland (ROI). Materials and methods: 1. An Internet search was conducted in May 2015 using three search engines (Google, Yahoo and Bing), with two search terms (“adult orthodontics” and “adult braces”). The first 50 websites from each engine were screened and exclusion criteria applied. Included websites were then assessed for reliability using the JAMA benchmarks, the DISCERN and LIDA tools and the presence of the HON seal. Readability was assessed using the FRES. 2. A pilot-tested questionnaire about adult orthodontics was distributed to 122 eligible specialist orthodontists in the ROI. Questions addressed general and treatment information about adult orthodontic patients, methods of information provision and respondent demographics. Results: 1. Thirteen websites met the inclusion criteria. Three websites contained all JAMA benchmarks and one displayed the HON Seal. The mean overall score for DISCERN was 3.9/5 and the mean total LIDA score was 115/120. The average FRES score was 63.1. 2. The questionnaire yielded a response rate of 83%. The typical demographic profile of adult orthodontic patients was professional females between 25-35 years. The most common incisor relationship and skeletal base was Class II, division 1 (51%) and Class II (61%) respectively. Aesthetic upper brackets and metal lower brackets were the most frequently used appliances. Only 30% of orthodontists advise their adult patients to find extra information on the Internet. Conclusions: 1. The reliability and readability of information on the Internet on adult orthodontics is of moderate quality. 2. The provision of adult orthodontic treatment is common among specialist orthodontists in the Republic of Ireland.

Assisting End-users in Filling Out Web Services

With the quick advance of web service technologies, end-users can conduct various on-line tasks, such as shopping on-line. Usually, end-users compose a set of services to accomplish a task, and need to enter values to services to invoke the composite services. Quite often, users re-visit websites and use services to perform re-occurring tasks. The users are required to enter the same information into various web services to accomplish such re-occurring tasks. However, repetitively typing the same information into services is a tedious job for end-users. It can negatively impact user experience when an end-user needs to type the re-occurring information repetitively into web services. Recent studies have proposed several approaches to help users fill in values to services automatically. However, prior studies mainly suffer the following drawbacks: (1) limited support of collecting and analyzing user inputs; (2) poor accuracy of filling values to services; (3) not designed for service composition. To overcome the aforementioned drawbacks, we need maximize the reuse of previous user inputs across services and end-users. In this thesis, we introduce our approaches that prevent end-users from entering the same information into repetitive on-line tasks. More specifically, we improve the process of filling out services in the following 4 aspects: First, we investigate the characteristics of input parameters. We propose an ontology-based approach to automatically categorize parameters and fill values to the categorized input parameters. Second, we propose a comprehensive framework that leverages user contexts and usage patterns into the process of filling values to services. Third, we propose an approach for maximizing the value propagation among services and end-users by linking a set of semantically related parameters together and similar end-users. Last, we propose a ranking-based framework that ranks a list of previous user inputs for an input parameter to save a user from unnecessary data entries. Our framework learns and analyzes interactions of user inputs and input parameters to rank user inputs for input parameters under different contexts.

Exploring the relationship between women’s empowerment and the internet in China: potentials and constraints

This thesis reports on an exploratory study of the relationship between the Internet and women’s empowerment in China. The theoretical framework of the study combines feminist theorisations of power – the core concept of empowerment – with insights from sociological perspectives on power and gender, as well as collective action theory. This allows for the conceptualisation of women’s empowerment as a dynamic process that is shaped by a set of communicative practices. Focusing on female Chinese bloggers and women’s groups of different organisational types, this study aims to explore the respective ways in which these two types of women actors use the Internet with a view to examining whether, and the extent to which it enables them to generate a sense of empowerment. The empirical data mainly derives from interviews with female bloggers and with staff members from different women’s groups, as well as from a features analysis and social network analysis of the sampled blogs and official websites of studied groups. Overall, the findings suggest that the opportunities offered by the Internet for women’s empowerment through awareness-raising, social interactions, and the organising of collective action, are limited. For female bloggers, their activities do not translate the new communicative practices afforded by the Internet into concrete action to bring about changes in their everyday life. On the contrary, blogs become an alternative platform to discipline their behaviours and to reinforce patriarchal gendered norms. Moreover, the research finds that the promise of empowerment is further undermined by the pervasive commercialisation of the Internet and state control. For women’s groups, contextual factors prevent them from fully realising the potential of the Internet for increasing their organisational visibility, promoting public awareness about gender issues, building a sense of the collective, campaigning, or networking. The major barriers in these processes are state control, a lack of resources, online censorship, and at times, competition from commercial sites. In this respect, the Internet does not play a significant role in forming a collective to challenge existing unjust power relations.

El impacto de la presencia online en las cuentas de Twitter de las universidades vascas y navarras

Las Universidades han tenido que adaptarse a los nuevos modelos de comunicación surgidos en la época de Internet. Dentro de estos nuevos paradigmas las redes sociales han irrumpido y Twitter se ha establecido como una de las más importantes. El objetivo de esta investigación es demostrar que existe una relación entre la presencia online de una Universidad, definida por la cantidad de información disponible en Internet, y su cuenta en Twitter. Para ello se analizó la relación entre la presencia online y los perfiles oficiales de las cinco universidades del País Vasco y Navarra. Los resultados demostraron la existencia de una correlación significativa entre la presencia online de las instituciones y el número de seguidores de sus respectivas cuentas. En segundo lugar, esta investigación se planteó si Twitter puede servir para potenciar la presencia online de una Universidad. Es por eso que se formuló una segunda hipótesis que buscaba analizar si tener varias cuentas en Twitter aumentaría la presencia online de las Universidades. Los hallazgos para esta segunda hipótesis demostraron una correlación muy significativa entre tener varios perfiles en Twitter y la presencia online de las Universidades. Así queda demostrada la importancia de la presencia online para las cuentas de Twitter y la relevancia de Twitter a la hora de potenciar la presencia online de los centros.

El Periodismo de Datos en España

El Periodismo de Datos se ha convertido en una de las tendencias que se están implantando en los medios. En pocos años el desarrollo y visibilidad de esta modalidad ha aumentado considerablemente y son numerosos los medios que cuentan con equipos y espacios específicos de Periodismo de Datos en el panorama internacional. Del mismo modo, existen aplicaciones, plataformas, webs, o fundaciones al margen de las empresas periodísticas cuya labor también puede ser enmarcada en este ámbito. El objetivo principal de esta contribución es establecer una radiografía de la implantación del Periodismo de Datos en España; tanto dentro como fuera de los medios. Aunque se trata de una disciplina todavía en fase de desarrollo, parece adecuado realizar un estudio exploratorio que ofrezca una panorámica de su situación actual en España.

News agencies, their constant reinvention as a strategy to face competition

News agencies compete for a foothold as providers of information and mass media. Covered by a technological class infrastructure, Associated Press, Reuters, Agence FrancePresse (AFP) and EFE are leaders of the global media system because they introduce revolutionary changes in their production routines, professional culture, journalistic genres and styles; also for its innovative product offerings and services. This article also focuses on the strategies of the agencies to get closer to their audiences, from the agreements established and the treatment of very specific themes. Some solutions that contribute to the future survival of these entities are also proposed.

The effectiveness of corporate Web in small and médiumsized business: an analysis of Web Usability

Internet and the Web have changed the way that companies communicate with their publics, improving relations between them. Also providing substantial benefits for organizations. This has led to small and medium enterprises (SMEs) to develop corporate sites to establish relationships with their audiences. This paper, applying the methodology of content analysis, analyzes the main factors and tools that make the Websites usable and intuitive sites that promote better relations between SMEs and their audiences. Also, it has developed an index to measure the effectiveness of Webs from the perspective of usability. The results indicate that the Websites have, in general, appropriate levels of usability.

Media web sites interactivity: Searching new ways to dialog with their users

Currently the media have made many new tools on their websites in order to broaden the dialogue with its users, a feature that has been called interactivity. The objective of this research is to describe the interactive resources of Chilean media websites. The analysis was conducted at 20 sites using a pattern of six dimensions with interactive forms which are today using identified. The findings indicate that digital media Chileans are expanding the possibilities of dialogue with users on social media, especially Twitter and Facebook, and the mediauser interaction is monological, that is to say, from the media to the user, but with very low feedback.

Performatividad y arte computacional. Hacia una “DIY society”

El artículo analiza la figura del prosumidor desde los estudios visuales a partir de la combinación de la teoría de los actos de habla y los nuevos medios. El objetivo es evaluar si la distinción entre productores y consumidores, estrategias y tácticas de Michel de Certeau continúa siendo operativa en las interfaces gráficas de la cultura global de la información de Scott Lash. Para ello distingue dos tipos de performatividad de los actos de habla: la performatividad top-down del software, y la bottom-up de los juegos del lenguaje y las formas de vida. Estos tipos se aplican al análisis del discurso de los eslóganes que aparecen en los sitios web de las iniciativas “open” y de economía colaborativa, ya que las primeras están dedicadas a la producción de bienes inmateriales y las segundas a la producción de bienes materiales. El desarrollo muestra cómo los dos tipos de performatividad transforman el análisis textual de los estudios literarios y cinematográficos en una metodología capaz de investigar acciones materiales, humanas y no humanas. Las conclusiones describen el surgimiento de nuevas convenciones narrativas de poder y control ajenas a la ficción que apuntan a una “DIY society”.

Designing an interactive laboratory experiment to investigate buoyancy

Laboratory classes provide a visual and practical way of supplementing traditional teaching through lectures and tutorial classes. A criticism of laboratories in our School is that they are largely based on demonstration with insufficient participation by students. This provided the motivation to create a new laboratory experiment which would be interactive, encourage student enthusiasm with the subject and improve the quality of student learning.

The topic of the laboratory is buoyancy. While this is a key topic in the first-year fluids module, the laboratory has been designed in such a way that prior knowledge of the topic is unnecessary and therefore it would be accessible by secondary school pupils. The laboratory climaxes in a design challenge. However, it begins with a simple task involving students identifying some theoretical background information using given websites. They then have to apply their knowledge by developing some equations. Next, given some materials (a sheet of tinfoil, card and blu-tack), they have to design a vessel to carry the greatest mass without sinking. Thus, they are given an open-ended problem and have to provide a mathematical justification for their design. Students are expected to declare the maximum mass for their boat in advance of it being tested to create a sense of competition and fun. Overall, the laboratory involves tasks which begin at a low level and progressively get harder, incorporating understanding, applying, evaluating and designing (with reference to Bloom’s taxonomy).

The experiment has been tested in a modern laboratory with wall-mounted screens and access to the internet. Students enjoyed the hands-on aspect and thought the format helped their learning.

The use of cheap materials which are readily available means that many students can be involved at one time. Support documentation has been produced, both for the student participants and the facilitator. The latter is given advice on how to guide the students (without simply giving them the answer) and given some warning about potential problems the students might have.

The authors believe that the laboratory can be adapted for use by secondary school pupils and hope that it will be used to promote engineering in an engaging and enthusing way to a wider audience. To this end, contact has already been made with the Widening Participation Unit at the University to gain advice on possible next steps.