Social media users increasingly talk online about their consumption experiences – good and bad. Such comments can influence other buyers’ purchase decisions, are a source of insight for the firm and represent a service recovery opportunity. Yet, numerous examples show that, when handled poorly, online customer feedback can degenerate into public relations nightmares and produce … Continue reading Research Project: The role of social media in customer service
Author: anacanhoto
Using Twitter in Higher Education
This academic year, I ran a pilot study exploring the use of social networks in post-graduate teaching. This post provides a brief overview of the project and of the main findings, as recently presented at the Brookes-Burgundy’s 3rd joint research conference. This was a small study – it ran over a very limited time and … Continue reading Using Twitter in Higher Education
I’ve got news for you
Well, it’s official. So, I am delighted to share the news with you: From July, I am taking on the role of academic lead for the Masters programme(s) in Marketing at Oxford Brookes University. I am really excited about the role. I feel that it complements my anti-resume very nicely because it puts me in … Continue reading I’ve got news for you
Six Layers of Digital Divide
Last month, I had the amazing opportunity to meet Mark Schaefer in person. He delivered a talk at Oxford Brookes University and generously answered our many, many questions about the future of digital, and the impact for individuals and organisations. I created an article over at Storify about the first part of that talk. It … Continue reading Six Layers of Digital Divide
I don’t need a volcano
It was Thursday. My 4 year old was telling me about this volcano experiment they had done at school. He was so excited he kept tripping over his words - ‘brought’ became ‘branged’ and singulars and plurals were all over the place. His eyes smiled at the memory of ‘lava’ spewing out of the volcano. … Continue reading I don’t need a volcano
#followfriday: @JamesLRamsay
#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. In addition to naming interesting users on Twitter, I provide a bit of background information on them in here. Enjoy! I met James some years ago, when I was teaching at Henley … Continue reading #followfriday: @JamesLRamsay
Would lying to students help them learn?
Over the years, I heard my fair share of unorthodox methods used to deliver an important lesson. But I am wondering if deliberately lying to the students is a step too far. Let me know what you think. It’s that time of the year when I get lots of essays to mark, and I meet … Continue reading Would lying to students help them learn?
Exciting new research on drivers of electronic word of mouth in travel and tourism
One of Oxford Brookes University’s bright doctoral students is collecting data for her study on what drives consumers to talk online about their travel and tourism consumption experiences. Can you help by completing her survey? Link below. The emergence of Web 2.0 has had tremendous impact on the volume and reach of electronic word of … Continue reading Exciting new research on drivers of electronic word of mouth in travel and tourism
Teaching business analytics: Why, What and How
In this post I share a presentation on principles of business analytics. My colleague Diana Limburg asked me, not along ago, to run a session on business analytics, as part of her module on eBusiness. This is a very popular course, attended by 2nd and 3rd year students. The session on analytics lasts about 45 … Continue reading Teaching business analytics: Why, What and How
#followfriday: @BBCBreaking
Take last week’s earthquake off the coast of Indonesia. Like many others, I learned about it on Twitter. Soon, however, there were conflicting messages around about whether or not there was a tsunami alert. As I was debating this with my better half, I said: “No, there is no tsunami alert… because @BBCBreaking says so’. … Continue reading #followfriday: @BBCBreaking