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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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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Europe’s aging population is leading to a growing number of people affected by chronic disease, which will continue over the coming decades. Healthcare systems are under pressure to deliver appropriate care, partly due to the burden imposed on their limited financial and human resources by the growing number of people with (multiple) chronic diseases. Therefore, there is a strong call for patient self-management to meet these patients’ healthcare needs. While many patients experience medication self-management as difficult, it poses additional challenges for people with limited health literacy. This thesis aims to explore the needs of patients with a chronic disease and limited health literacy regarding medication self-management and how support for medication self-management can be tailored to those needs.
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