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Purpose: This study aims to identify communication speech acts and transaction terms in online stores (Olshop) during live streaming on Facebook amid the COVID-19 pandemic and to understand communication patterns between sellers and buyers when shopping on Facebook live streaming in Indonesia.

The Need for Research: This research is motivated by the skill gap arising from increasing buying and selling transactions through live streaming on Facebook. Cultural and demographic shifts, along with the widespread availability of modern technologies and marketing 2.0 have resulted in the global population adopting social media at rates far beyond our use of the Internet, making a compelling case by example and analogy that social media has the potential to level the playing field and is effective in reaching their target market.

Methodology: The type of research is descriptive-qualitative using corpus data instruments. The data collection technique in this study was carried out by reading and observing the data and listening to speeches about buying and selling women’s equipment from various online stores on Facebook. Then select and sort the data designated as forms, strategies, and functions of speech acts in buying and selling transactions during live streaming on Facebook. The data analysis technique has three steps: (1) reducing the amount of data; (2) presenting the data; and (3) concluding.

Findings: The results show that there are four types of speech acts between sellers and buyers in the live-streaming online shop on Facebook, namely, assertive, directive, expressive, and commissive speech acts.

Social media have become the main channel of direct communication between members of parliament and constituents. The study analyzes the content in all Israeli MPs' Facebook channels throughout an entire term of parliament and asks if the results are consistent with the equalization or the normalization hypotheses.

The study uses automatic analysis to produce a birds-eye-view of the content uploaded to the Facebook pages of all Israeli MPs during a full term of parliament. All 106 MP pages were automatically scraped. Some complementary information was added to each post in the dataset, such as post length (number of words) and whether the page belongs to a member of the opposition or coalition. The total of 441,974 posts was analyzed to compare engagement and publication rates between pages, coalition vs opposition MPs, MPs vs users etc.

The findings demonstrate that the MP-Facebook sphere is non-egalitarian, in that it follows skewed distributions by MPs in terms of post publication and engagement rates; non-inclusive, in that pages of coalition members receive significantly much more engagement vis-a-vis pages of members of the oppositions; and “top-down”, in that MP-authored posts receive dramatically more engagement then user-authored posts, suggesting MPs have a near-monopoly on setting the agendas manifest in their pages, while users have extremely limited agenda-setting capabilities in these pages.

Previous studies have looked at the character of the interactions between MPs and constituents on the Internet and particularly on online social media. Yet, to the best of the authors’ knowledge, no study provides a birds-eye-view of the content in all MPs' Facebook channels throughout a full term of parliament. Such an analysis provides a more comprehensive understanding of the character and dynamics of conversations that take place in such arenas.

Social media networks make their services freely available to all users. Users pay for the service received with the time and attention taken by the advertisements. This chapter argues that social media platforms are a unique form of monopoly driven by “the more the merrier” effect (i.e., network effects) in users' consumption. These monopolies exercise market power, not by charging higher prices to users but by “tying” larger amounts of advertising to their content. Traditional antitrust instruments designed to address excessive pricing and reduced output by monopolies need to be reframed to tame the attention economy problems in the social media industry. This chapter discusses five antitrust instruments grouped in three categories: structural, behavioral, and market-based remedies. Market-based solutions are the least explored in the literature, despite being the most promising instruments to lower the attention costs imposed on users, while preserving the economies of scope in production and the network effects in consumption, and possibly maintaining free access to social media, as we know it today.

The purpose of the chapter was to examine the impact of customer care chatbots on customer satisfaction levels in the mobile telephony industry in Zimbabwe, with a special focus on the company Econet Wireless. This chapter shows the conceptual framework used. An online questionnaire was administered to a sample of 100 Econet Wireless subscribers who were selected using probability stratified random sampling from Zimbabwe’s 10 provinces. The research data were collected and analysed for correlation, and a multiple regression analysis was carried out to identify the relationship between customer satisfaction and the three customer service improvements brought in by the introduction of customer service chatbots. The study discovered that there is a positive relationship between customer satisfaction levels and each of the three customer service improvements brought in by customer service chatbots, namely customer service convenience, speed of response, and omnichannel strategies. This study thereby proves that the introduction of customer service chatbots in the mobile telephony industry in Zimbabwe can lead to an improvement in customer satisfaction levels. However, addressing service quality only as a determinant of customer satisfaction in isolation is not sufficient to fully improve customer satisfaction levels. Therefore, organisations that seek to improve their customer satisfaction should consider strategies that address all determinants of customer satisfaction, namely price, product quality, service quality, situational factors, and personal factors. This study contributes to the body of knowledge, particularly regarding the use of artificial intelligence (AI) for customer service in developing economies.

People with pre-existing mental health conditions are more likely to be affected by global crises. The Covid-19 pandemic has presented them with unique challenges, including reduced contact with the psychiatric rehabilitation and support systems. Thus, understanding the emotional experience of this population may assist mental health organizations in future global crises.

In this paper, researchers analyzed the discourse of the mentally ill during the Covid-19 pandemic, as reflected in Israeli Facebook groups: three private groups and one public group. Researchers explored the language, reactions, emotions and sentiments used in these groups during the year before the pandemic, outbreak periods and remission periods, as well as the period before the vaccine’s introduction and after its appearance.

Analyzing groups’ discourse using the collective emotion theory suggests that the group that expressed the most significant difficulty was the Depression group, while individuals who suffer from social phobia/anxiety and PTSD were less affected during the lockdowns and restrictions forced by the outbreak.

Findings may serve as a tool for service providers during crises to monitor patients’ conditions, and assist individuals who need support and help.

The present study aims to examine whether leisure time posts shared on WhatsApp status drive to travel and tourism consumption among users.

In this study, discriminant analysis was employed to test hypotheses and identify essential factors.

The study indicated that the eight most contributing factors are expressing happiness, planning leisure time, views and comments, attractiveness, inquiring about places, preferring to post, nice way of expression and relax. These factors came from the latent variables of attitude, motivation and self-expression. Overall, the main influencing factors are internal (attitude and motivation), followed by an external factor i.e. self-expression. Additionally, the findings indicated that these significantly and positively impact travel and tourism consumption.

The discriminators identified in the study would guide tour and travel agencies and the agencies' managers on how best to adopt WhatsApp and WhatsApp's status application to influence aspiring travelers.

This study enlarges the existing literature by integrating three factors, attitude, motivation and self-expression, into a model to influence the behavioral outcomes of aspirational travelers using WhatsApp status.

In recent years, instant messaging platforms like WhatsApp have gained substantial popularity in both academic and practical domains. However, despite this growth, there is a lack of a comprehensive overview of the literature in this field. The primary purpose of this study is to bridge this gap by analyzing a substantial dataset of 12,947 articles retrieved from the Dimensions.ai, database spanning from 2011 to March 2023.

To achieve the authors' objective, the authors employ bibliometric analysis techniques. The authors delve into various bibliometric networks, including citation networks, co-citation networks, collaboration networks, keywords and bibliographic couplings. These methods allow for the uncovering of the social and conceptual structures within the academic discourse surrounding WhatsApp.

The authors' analysis reveals several significant findings. Firstly, the authors observe a remarkable and continuous growth in the number of academic studies dedicated to WhatsApp over time. Notably, two prevalent themes emerge: the impact of coronavirus disease 2019 (COVID-19) and the role of WhatsApp in the realm of social media. Furthermore, the authors' study highlights diverse applications of WhatsApp, including its utilization in education and learning, as a communication tool, in medical education, cyberpsychology, security, psychology and behavioral learning.

This paper contributes to the field by offering a comprehensive overview of the scholarly research landscape related to WhatsApp. The findings not only illuminate the burgeoning interest in WhatsApp among researchers but also provide insights into the diverse domains where WhatsApp is making an impact. The analysis of bibliometric networks offers a unique perspective on the social and conceptual structures within this field, shedding light on emerging trends and influential research. This study thus serves as a valuable resource for scholars, practitioners and policymakers seeking to navigate the evolving landscape of WhatsApp research. The study will also be useful for researchers interested in conducting bibliometric analysis using Dimensions.ai, a free database.

With 43.2 million coronavirus cases and 525,000 deaths in 2022, India ranked second worldwide, after the United States (84.6 million cases and 1 million deaths), according to the latest available June 2022 COVID-19 impact data.

Amid people’s growing mistrust in the government, India’s news media enhanced the nation’s distinguished designation as the world’s largest and most populous democracy. India’s news media inform, educate, empower, and entertain a surging population of 1.4 billion people, which is roughly one-sixth of the world’s people.

Drawing upon the media agendamelding theoretical framework, we conducted a case study research into interplay between two prominent democratic institutions, the media and the government, to analyze the role of the COVID-19 pandemic in redefining India’s networked society.

India’s COVID-19 pandemic aggravated internecine tensions between media and government relating to four key freedom issues: (1) world’s largest COVID-19 lockdown affecting 1.3 billion Indians from March 25, 2020 to August 2020 with extensions and five-phased re-openings, to restrict the spread of COVID-19; (2) Internet shutdowns; (3) media censorship during the 1975–1977 “Emergency”; and (4) unabated murders of journalists in India.

Although the COVID-19 pandemic caused deleterious problems debilitating the tensions between the media and the government, India’s journalists thrived by speaking truth to power. This study delineates key aspects of India’s media agendamelding that explicates how the people of India form their media agendas. India’s news audiences meld media messages from newspapers, television, and social media to form a picture of the issues, insights, and ideas that define their lives and times in the 21st century digital age.

This study presents an innovative approach to analyzing user behavior when performing digital tasks by integrating eye-tracking technology. Through the measurement of user scan patterns, gaze and attention during task completion, the authors gain valuable insights into users' approaches and execution of these tasks.

In this research, the authors conducted an observational study that centered on assessing the digital skills of individuals with limited proficiency who enrolled in a computer introductory course. A group of 19 participants were tasked with completing various online assignments both before and after completing the course.

The study findings indicate a significant improvement in participants' skills, particularly in basic and straightforward applications. However, advancements in more sophisticated utilization, such as mastering efficient search techniques or harnessing the Internet for enhanced situational awareness, demonstrate only marginal enhancement.

In recent decades, extensive research has been conducted on the issue of digital inequality, given its significant societal implications. This paper introduces a novel tool designed to analyze digital inequalities and subsequently employs it to evaluate the effectiveness of “LEHAVA,” the largest government-sponsored program aimed at mitigating these disparities in Israel.

This paper aims to investigate the mechanisms through which social media news consumption across different platforms leads to opinion polarization in society. To this end, the authors draw from cultivation theory to examine whether social media news consumption imparts a mainstreaming or resonance effect. Media consumption imparts a mainstreaming effect if frequent users, regardless of their social identity, develop homogenous attitudes about issues, whereas resonance is at play if there is a differing cultivation effect on various social groups depending on their relatability of life experiences.

The authors conduct the study in the developing context of India, using a population survey dataset from 2019. Regression-based mediation and moderation analyses were carried out to test the hypotheses.

The findings reveal that resonance is the most prominent mechanism through which social media news consumption cultivates opinion polarization, contrary to the mainstreaming effect imparted by television. Further, WhatsApp use was found to strengthen the polarizing effect of overall social media news consumption, while YouTube use weakened the cultivation of polarization.

The paper unearths how social media news consumption influences the opinion polarization of various social groups differently. The authors also find the differential effect of specific platform use. These findings have the potential to inform policymakers and developers about how to mitigate the detrimental effects of platform-based political persuasion.

This study offers significant contributions. First, the authors explain social media-induced polarization using the novel theoretical lens of cultivation. Second, the authors find that social media and television news consumption differ in their polarizing effects. Third, the authors find that while WhatsApp use amplifies the polarizing effect of social media news consumption, YouTube use weakens it.