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Digital platform users not only consume but also produce communication related to their experiences. Although service research has explored users' motivations to communicate and focused on outcomes such as electronic word-of-mouth (eWOM), it remains largely unexplored how users iteratively interact with communication artifacts and potentially create value for themselves, other users and service providers. The purpose of this paper is, thus, to introduce communicative affordances as a framework to advance user-created communication (UCC) in service.

Drawing from the literature in communication, service research and interactive marketing, an affordance perspective on UCC in service is introduced.

Three UCC affordances for the service context are presented – interactivity, visibility and anonymity – opportunities and challenges for service providers associated with these affordances are discussed and, finally, affordance-specific research questions and general recommendations for future research are offered.

By conceptualizing UCC in service from an affordances perspective, this paper moves beyond the traditional sender–receiver communication framework and emphasizes opportunities and challenges for service research and practice.

Instead of focusing separately on specific technologies or user behaviors, it is recommended that service managers adopt a holistic perspective of user goals and motivations, use experiences and platform design.

By conceptualizing UCC as an augmenting, dialogical process concerning users’ experiences, and by introducing communicative affordances as a framework to advance UCC in service, an in-depth understanding of the diverse and ever-evolving landscape of communication in service is offered.

Social media have become a key part of placemaking. Placemaking revolves around collaboration between multiple stakeholders, which requires ongoing two-way communication between local government and citizens. Although social media offer promising tools for local governments and public professionals in placemaking, they have not lived up to their potential. This paper aims to uncover the tensions and challenges that social media bring for public professionals at the street level in placemaking processes.

This study aims to fill this gap with a case study of area brokers engaged in online placemaking in Amsterdam. In total, 14 in-depth semi-structured interviews were conducted, focusing on area brokers’ social media practices, perceptions and challenges. The authors used an open coding strategy in the first phase of coding. In the second phase, the authors regrouped codes in thematic categories with the use of sensitizing concepts derived from the theoretical review.

The use of social media for placemaking imposes demands on area brokers from three sides: the bureaucracy, the affordances of social media and affective publics. The paper unpacks pressures area brokers are under and the (emotional) labour they carry out to align policy and bureaucratic requirements with adequate communication needed in neighbourhood affairs on social media. The tensions and the multidimensionality of what is required explain the reluctance of area brokers to exploit the potential of social media in their work.

Several studies have addressed the use of social media in placemaking, but all neglected the perspective of street-level bureaucrats who shape the placemaking process in direct contact with citizens.

The study examines how the technical features and associated social practices of an anonymous, text-based online forum intended for young people make it a unique platform for acquiring and sharing health information among peers.

The features and content of a young people's section of a popular Finnish discussion forum were examined with a focus on health-related threads. Observational notes and thread content were analysed with a focus on the forum's affordances for health information practices.

The findings indicate that the forum's affordances including anonymity, persistence, searchability, cohesion and tolerance enabled the pooling of peer experiences, opinions and experience-based advice on health, rather than sharing factual information or embracing reciprocal discussion. As such, instead of competing for a cognitive authority position with medical authorities or offering emotional support like tight online support communities, the anonymous forum served as a platform for young people to gain information on others' experiences and opinions on sensitive, mundane and disnormative health issues and for reflecting their own lived experiences to those of others.

The study is original in its approach to examining the affordances of an online platform for health information practices. It helps in understanding young people's ways of using different resources to meet their diverse health information needs and the value of gaining access to experiential health information.

The purpose of this paper is to answer the call for CSR communication research to develop and substantiate outcomes that may better explain CSR communication strategies and practices. The paper takes the research a step further, exploring the role of legitimacy in CSR communication research.

A literature collection methodology, combined with directed content analysis, was used to identify central themes in the literature.

The following categories of studies were identified: perception, impact and promotion studies; image and reputation studies; performance studies; and conceptual/rhetorical studies. Addressed from a legitimacy perspective, the study found that the most important types of legitimizing communicative practices articulated in the four types of studies were related to: seeking knowledge about stakeholders through perception, impact and promotion activities; monitoring and controlling the environment through image and reputation activities; creating stakeholder value through collaboration and engagement; and persuading and convincing stakeholders through rhetorics, CSR models and concepts. The study also found that practices and activities related to perceiving stakeholders’ expectations, needs and requirements are assumed to be most effective for corporations aiming at building or maintaining legitimacy.

The key contribution of the paper lies in exploring how corporate legitimacy is anticipated and extrapolated in the CSR communication literature, including which pinpointed CSR communication strategies and practices are assumed to be more effective than others in bridging stakeholders’ perceptions of corporations’ social and environmental actions. Until date, no reviews exist of the role of legitimacy in CSR communication research.

Social media empower individuals to voice their opinions about issues that they perceive to be unacceptable. When many others add their opinions and large quantities of messages containing negative word-of-mouth suddenly spread online, an online firestorm occurs. By extending the situational theory of problem solving (Kim and Grunig, 2011) into the domain of online communication, this study aims to identify the drivers for participating in online firestorms.

With reference to a fictitious online firestorm trigger (i.e. perceived moral misconduct) posted on Facebook, a qualitative pre-study and quantitative online survey were conducted. Based on the responses of 410 participants, an ordinary least squares regression was modeled to examine the factors of participating in the online firestorm. Later, structural equation modeling was applied to test the model and gauge its fit with the data.

Participants' involvement recognition, perception of being collective actors and approval of slacktivism behaviors positively predicted their participation in the online firestorm, whereas non-anonymity hampered it.

The study's findings not only contribute to the current understandings of online firestorms but are also valuable for developing theory and forms of professional crisis management. Moreover, they offer insights into the factors of online communication environments that encourage users to voice their opinions.

Young people’s attachment to their smartphones is well-documented, with smartphones often described as prostheses. While prior studies typically assume a clear human/machine divide, this paper aims to build on posthuman perspectives, exploring intercorporeality, the blurring of human/technology boundaries, between emerging adults and their smartphones. The paper aims to discuss these issues.

Drawing on assemblage theory, this interpretive study uses smartphone diaries and friendship pair/small group discussions with 27 British emerging adults.

Participants in this study are characterized as homo prostheticus, living with and through their phones, treating them as extensions of their mind and part of their selves as they navigated between their online and offline, private and social lives. Homo prostheticus was part of a broader assemblage or amalgamation of human and non-human components. As these components interacted with each other, the assemblage could be strengthened or weakened by various technological, personal and social factors.

These qualitative findings are based on a particular sample at a particular point in time, within a particular culture. Further research could explore intercorporeality in human–smartphone relationships among other groups, in other cultures.

Although other studies have used prosthetic metaphors, this paper contributes to understanding of smartphones as a prostheses in the lives of emerging adults, highlighting intercorporeality as a key feature of homo prostheticus. It also uses assemblage theory to contextualize homo prostheticus and explores factors strengthening or weakening the broader human–smartphone assemblage.