This study investigates the evolvement of informalization of company communication on social media over time, based on actual social media data from the tourism industry. The development in the use of emoticons and emoji by companies is examined, as an expression of informalization and humanization of online company communication. We selected 33 companies from the tourism industry in The Netherlands and investigated their Facebook and Twitter messages supplemented with the messages of consumers who interacted with these companies, for the period 2011-2016. Results show that the use of emoticons and emoji in online company communication increased significantly over the period covered in this study, demonstrating a higher level of informalization of company communication. Since this is a key factor for improving relational outcomes, this finding has scholarly as well as managerial relevance. We discuss the implications of the results for the presence of organizations on social media
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Maintaining the child-robot relationship after a significant break, such as a holiday, is an important step for developing sustainable social robots for education. We ran a four-session user study (n = 113 children) that included a nine-month break between the third and fourth session. During the study, participants practiced math with the help of a social robot math tutor. We found that social personalization is an effective strategy to better sustain the child-robot relationship than the absence of social personalization. To become reacquainted after the long break, the robot summarizes a few pieces of information it had stored about the child. This gives children a feeling of being remembered, which is a key contributor to the effectiveness of social personalization. Enabling the robot to refer to information previously shared by the child is another key contributor to social personalization. Conditional for its effectiveness, however, is that children notice these memory references. Finally, although we found that children's interest in the tutoring content is related to relationship formation, personalizing the topics did not lead to more interest in the content. It seems likely that not all of the memory information that was used to personalize the content was up-to-date or socially relevant.
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The presented research project will address parasocial interaction (PSI) directed towards non-player characters (NPCs) within video games. As first described by Horton and Wohl in 1956, the investigation of PSI has been predominantly limited to the context of linear media. Consequently, a significant research gap has emerged, prompting the need for this study. This research endeavors to bridge this gap by conducting multiple studies that delve into different aspects of a character's presence that seem to affect PSI. For example, factors such as obtrusiveness and persistence will be investigated due to their potential influence on the strength of PSI (Hartmann, Schramm, & Klimmt, 2004). Furthermore, the inquiry extends to exploring the collective impact of a group of NPCs on PSI dynamics. To achieve these objectives, the research will employ research through design methods, involving iterative modifications to the NPCs across various test setups. A game-based research environment will be created for participant exposure, leveraging the video game RimWorld (Ludeon Studios, 2018) as a foundational framework that can be adapted as necessary. Employing a quantitative approach, the studies will document the impact different aspects of a character’s presence have on the strength of PSI observed. The outcomes of this research endeavor will be disseminated among fellow game developers through artistic interventions, such as, for example, game jams. This approach seeks to not only contribute to the scholarly understanding of PSI but also offer practical insights in the context of game development.
