“Wat vervelend dat de fiets niet is opgeruimd! Heb je een zaaknummer voor mij? ^EK”:Conversational human voice in webcare van Nederlandse gemeenten ; “Annoying that the bike hasn’t been removed! Can you give me a case number? ^EK”:Conversational Human Voice in webcare of Dutch municipalities

The conversational communication style organisations use in webcare is an important factor affecting its success, and is referred to as the Conversational Human Voice (CHV, Kelleher, 2009; Kelleher & Miller, 2006). This communication style reflects attributes such as treating others as humans, using a personal communication style, and being open to dialogue. Although several experimental studies investigated the relation between conversational linguistic elements in webcare messages and perceived CHV (for example Crijns, Cauberghe, Hudders & Claeys, 2017; Huibers & Verhoeven, 2014)... Mehr ...