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New York, NY, USA: ACM.","bibtex":"@inproceedings{Geierhos_Lee_Schuster_Kobothanassi_Bargel_2011, place={New York, NY, USA}, title={A Social Media Customer Service}, booktitle={Proceedings of the 22nd ACM Conference on Hypertext and Hypermedia}, publisher={ACM}, author={Geierhos, Michaela and Lee, Yeong Su and Schuster, Jörg and Kobothanassi, Despina and Bargel, Matthias}, editor={De Bra, Paul  and Grønbæk, KajEditors}, year={2011} }","ama":"Geierhos M, Lee YS, Schuster J, Kobothanassi D, Bargel M. A Social Media Customer Service. In: De Bra P, Grønbæk K, eds. <i>Proceedings of the 22nd ACM Conference on Hypertext and Hypermedia</i>. New York, NY, USA: ACM; 2011.","mla":"Geierhos, Michaela, et al. “A Social Media Customer Service.” <i>Proceedings of the 22nd ACM Conference on Hypertext and Hypermedia</i>, edited by Paul  De Bra and Kaj Grønbæk, ACM, 2011."},"type":"conference","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"date_created":"2018-01-29T15:10:00Z","place":"New York, NY, USA","publication_status":"published","date_updated":"2022-01-06T06:50:57Z","status":"public","year":"2011","title":"A Social Media Customer Service","author":[{"id":"42496","full_name":"Geierhos, Michaela","last_name":"Geierhos","first_name":"Michaela","orcid":"0000-0002-8180-5606"},{"last_name":"Lee","first_name":"Yeong Su","full_name":"Lee, Yeong Su"},{"full_name":"Schuster, Jörg","last_name":"Schuster","first_name":"Jörg"},{"full_name":"Kobothanassi, Despina","first_name":"Despina","last_name":"Kobothanassi"},{"first_name":"Matthias","last_name":"Bargel","full_name":"Bargel, Matthias"}],"conference":{"location":"Eindhoven, The Netherlands","start_date":"2011-06-06","name":"22nd ACM Conference on Hypertext and Hypermedia","end_date":"2011-06-09"},"user_id":"42496","editor":[{"full_name":"De Bra, Paul ","first_name":"Paul ","last_name":"De Bra"},{"last_name":"Grønbæk","first_name":"Kaj","full_name":"Grønbæk, Kaj"}],"_id":"1119","publisher":"ACM","language":[{"iso":"eng"}]},{"title":"SCM - A Simple, Modular and Flexible Customer Interaction Management System","year":"2011","author":[{"full_name":"Schuster, Jörg","first_name":"Jörg","last_name":"Schuster"},{"last_name":"Lee","first_name":"Yeong Su","full_name":"Lee, Yeong Su"},{"full_name":"Kobothanassi, Despina ","last_name":"Kobothanassi","first_name":"Despina "},{"first_name":"Matthias","last_name":"Bargel","full_name":"Bargel, Matthias"},{"full_name":"Geierhos, Michaela","last_name":"Geierhos","orcid":"0000-0002-8180-5606","first_name":"Michaela","id":"42496"}],"publication_identifier":{"isbn":["978-1-61284-148-9"],"eisbn":["978-0-9564263-8-3 "]},"publication_status":"published","date_updated":"2022-01-06T06:50:58Z","language":[{"iso":"eng"}],"publication":"International Conference on Information Society (i-Society 2011)","extern":"1","abstract":[{"lang":"eng","text":"SCM is a simple, modular and flexible system for web monitoring and customer interaction management. In our view, its main advantages are the following: It is completely web based. It combines all technologies, data, software agents and human agents involved in the monitoring and customer interaction process. It can be used for messages written in any natural language. Although the prototype of SCM is designed for classifying and processing messages about mobile-phone related problems in social networks, SCM can easily be adapted to other text types such as discussion board posts, blogs or emails. Unlike comparable systems, SCM uses linguistic technologies to classify messages and recognize paraphrases of product names. For two reasons, product name paraphrasing plays a major role in SCM: First, product names typically have many, sometimes hundreds or thousands of intralingual paraphrases. Secondly, product names have interlingual paraphrases: The same products are often called or spelt differently in different countries and/or languages. By mapping product name variants to an international canonical form, SCM allows for answering questions like Which statements are made about this mobile phone in which languages/in which social networks/in which countries/...? The SCM product name paraphrasing engine is designed in such a way that standard variants are assigned automatically, regular variants are assigned semiautomatically and idiosyncratic variants can be added manually. With this and similar features we try to realize our philosophy of simplicity, modularity and flexibility: Whatever can be done automatically is done automatically. But manual intervention is always possible and easy and it does not conflict in any way with the automatic functions of SCM."}],"date_created":"2018-01-29T15:15:25Z","type":"conference","keyword":["Social Media Business Integration","Contact Center Application Support","Monitoring Social Conversations","Social Customer Interaction Management","Monitoring","Software Agents"],"department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"status":"public","conference":{"end_date":"2011-06-29","start_date":"2011-06-27","name":"International Conference on Information Society (i-Society 2011)","location":"London, UK"},"page":"153-158","_id":"1120","publisher":"IEEE","user_id":"42496","citation":{"ieee":"J. Schuster, Y. S. Lee, D. Kobothanassi, M. Bargel, and M. Geierhos, “SCM - A Simple, Modular and Flexible Customer Interaction Management System,” in <i>International Conference on Information Society (i-Society 2011)</i>, London, UK, 2011, pp. 153–158.","apa":"Schuster, J., Lee, Y. S., Kobothanassi, D., Bargel, M., &#38; Geierhos, M. (2011). SCM - A Simple, Modular and Flexible Customer Interaction Management System. In <i>International Conference on Information Society (i-Society 2011)</i> (pp. 153–158). Piscataway, NJ, USA: IEEE.","mla":"Schuster, Jörg, et al. “SCM - A Simple, Modular and Flexible Customer Interaction Management System.” <i>International Conference on Information Society (i-Society 2011)</i>, IEEE, 2011, pp. 153–58.","bibtex":"@inproceedings{Schuster_Lee_Kobothanassi_Bargel_Geierhos_2011, place={Piscataway, NJ, USA}, title={SCM - A Simple, Modular and Flexible Customer Interaction Management System}, booktitle={International Conference on Information Society (i-Society 2011)}, publisher={IEEE}, author={Schuster, Jörg and Lee, Yeong Su and Kobothanassi, Despina  and Bargel, Matthias and Geierhos, Michaela}, year={2011}, pages={153–158} }","chicago":"Schuster, Jörg, Yeong Su Lee, Despina  Kobothanassi, Matthias Bargel, and Michaela Geierhos. “SCM - A Simple, Modular and Flexible Customer Interaction Management System.” In <i>International Conference on Information Society (i-Society 2011)</i>, 153–58. Piscataway, NJ, USA: IEEE, 2011.","ama":"Schuster J, Lee YS, Kobothanassi D, Bargel M, Geierhos M. SCM - A Simple, Modular and Flexible Customer Interaction Management System. In: <i>International Conference on Information Society (i-Society 2011)</i>. Piscataway, NJ, USA: IEEE; 2011:153-158.","short":"J. Schuster, Y.S. Lee, D. Kobothanassi, M. Bargel, M. Geierhos, in: International Conference on Information Society (i-Society 2011), IEEE, Piscataway, NJ, USA, 2011, pp. 153–158."},"quality_controlled":"1","place":"Piscataway, NJ, USA"},{"status":"public","conference":{"end_date":"2011-09-30","start_date":"2011-09-26","name":"Modeling and Using Context, 7th International and Interdisciplinary Conference (CONTEXT 2011)","location":"Karlsruhe, Germany"},"user_id":"42496","editor":[{"last_name":"Beigl","first_name":"Michael","full_name":"Beigl, Michael"},{"full_name":"Christiansen, Henning","first_name":"Henning","last_name":"Christiansen"},{"full_name":"Roth-Berghofer, Thomas R.","first_name":"Thomas R.","last_name":"Roth-Berghofer"},{"first_name":"Anders","last_name":"Kofod-Petersen","full_name":"Kofod-Petersen, Anders"},{"full_name":"Coventry, Kenny R.","last_name":"Coventry","first_name":"Kenny R."},{"full_name":"Schmidtke, Hedda R.","last_name":"Schmidtke","first_name":"Hedda R."}],"volume":6967,"page":"173-184","publisher":"Springer","_id":"1121","quality_controlled":"1","citation":{"apa":"Lee, Y. S., &#38; Geierhos, M. (2011). Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports. In M. Beigl, H. Christiansen, T. R. Roth-Berghofer, A. Kofod-Petersen, K. R. Coventry, &#38; H. R. Schmidtke (Eds.), <i>Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings</i> (Vol. 6967, pp. 173–184). Berlin, Germany: Springer. <a href=\"https://doi.org/10.1007/978-3-642-24279-3_19\">https://doi.org/10.1007/978-3-642-24279-3_19</a>","ieee":"Y. S. Lee and M. Geierhos, “Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports,” in <i>Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings</i>, vol. 6967, M. Beigl, H. Christiansen, T. R. Roth-Berghofer, A. Kofod-Petersen, K. R. Coventry, and H. R. Schmidtke, Eds. Berlin, Germany: Springer, 2011, pp. 173–184.","chicago":"Lee, Yeong Su, and Michaela Geierhos. “Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports.” In <i>Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings</i>, edited by Michael Beigl, Henning Christiansen, Thomas R. Roth-Berghofer, Anders Kofod-Petersen, Kenny R. Coventry, and Hedda R. Schmidtke, 6967:173–84. Lecture Notes in Artificial Intelligence. Berlin, Germany: Springer, 2011. <a href=\"https://doi.org/10.1007/978-3-642-24279-3_19\">https://doi.org/10.1007/978-3-642-24279-3_19</a>.","short":"Y.S. Lee, M. Geierhos, in: M. Beigl, H. Christiansen, T.R. Roth-Berghofer, A. Kofod-Petersen, K.R. Coventry, H.R. Schmidtke (Eds.), Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings, Springer, Berlin, Germany, 2011, pp. 173–184.","mla":"Lee, Yeong Su, and Michaela Geierhos. “Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports.” <i>Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings</i>, edited by Michael Beigl et al., vol. 6967, Springer, 2011, pp. 173–84, doi:<a href=\"https://doi.org/10.1007/978-3-642-24279-3_19\">10.1007/978-3-642-24279-3_19</a>.","ama":"Lee YS, Geierhos M. Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports. In: Beigl M, Christiansen H, Roth-Berghofer TR, Kofod-Petersen A, Coventry KR, Schmidtke HR, eds. <i>Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings</i>. Vol 6967. Lecture Notes in Artificial Intelligence. Berlin, Germany: Springer; 2011:173-184. doi:<a href=\"https://doi.org/10.1007/978-3-642-24279-3_19\">10.1007/978-3-642-24279-3_19</a>","bibtex":"@inbook{Lee_Geierhos_2011, place={Berlin, Germany}, series={Lecture Notes in Artificial Intelligence}, title={Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports}, volume={6967}, DOI={<a href=\"https://doi.org/10.1007/978-3-642-24279-3_19\">10.1007/978-3-642-24279-3_19</a>}, booktitle={Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings}, publisher={Springer}, author={Lee, Yeong Su and Geierhos, Michaela}, editor={Beigl, Michael and Christiansen, Henning and Roth-Berghofer, Thomas R. and Kofod-Petersen, Anders and Coventry, Kenny R. and Schmidtke, Hedda R.Editors}, year={2011}, pages={173–184}, collection={Lecture Notes in Artificial Intelligence} }"},"place":"Berlin, Germany","date_updated":"2022-01-06T06:50:58Z","publication_status":"published","intvolume":"      6967","title":"Buy, Sell, or Hold? Information Extraction from Stock Analyst Reports","year":"2011","publication_identifier":{"isbn":["9783642242786"]},"author":[{"full_name":"Lee, Yeong Su","last_name":"Lee","first_name":"Yeong Su"},{"id":"42496","last_name":"Geierhos","orcid":"0000-0002-8180-5606","first_name":"Michaela","full_name":"Geierhos, Michaela"}],"doi":"10.1007/978-3-642-24279-3_19","series_title":"Lecture Notes in Artificial Intelligence","language":[{"iso":"eng"}],"abstract":[{"lang":"eng","text":"This paper presents a novel linguistic information extraction approach exploiting analysts’ stock ratings for statistical decision making. Over a period of one year, we gathered German stock analyst reports in order to determine market trends. Our goal is to provide business statistics over time to illustrate market trends for a user-selected company. We therefore recognize named entities within the very short stock analyst reports such as organization names (e.g. BASF, BMW, Ericsson), analyst houses (e.g. Gartner, Citigroup, Goldman Sachs), ratings (e.g. buy, sell, hold, underperform, recommended list) and price estimations by using lexicalized finite-state graphs, so-called local grammars. Then, company names and their acronyms respectively have to be cross-checked against data the analysts provide. Finally, all extracted values are compared and presented into charts with different views depending on the evaluation criteria (e.g. by time line). Thanks to this approach it will be easier and even more comfortable in the future to pay attention to analysts’ buy/sell signals without reading all their reports."}],"extern":"1","publication":"Modeling and Using Context: 7th International and Interdisciplinary Conference, CONTEXT 2011, Karlsruhe, Germany, September 26-30, 2011, Proceedings","type":"book_chapter","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"date_created":"2018-01-29T15:36:30Z"},{"quality_controlled":"1","citation":{"apa":"Geierhos, M., Lee, Y. S., &#38; Bargel, M. (2011). Processing Multilingual Customer Contacts via Social Media. In H. Hedeland, T. Schmidt, &#38; K. Wörner (Eds.), <i>Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i> (Vol. 96, pp. 219–222). Hamburg, Germany: University of Hamburg.","ieee":"M. Geierhos, Y. S. Lee, and M. Bargel, “Processing Multilingual Customer Contacts via Social Media,” in <i>Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>, Hamburg, Germany, 2011, vol. 96, pp. 219–222.","short":"M. Geierhos, Y.S. Lee, M. Bargel, in: H. Hedeland, T. Schmidt, K. Wörner (Eds.), Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011, University of Hamburg, Hamburg, Germany, 2011, pp. 219–222.","chicago":"Geierhos, Michaela, Yeong Su Lee, and Matthias Bargel. “Processing Multilingual Customer Contacts via Social Media.” In <i>Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland, Thomas Schmidt, and Kai Wörner, 96:219–22. Arbeiten Zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg, 2011.","mla":"Geierhos, Michaela, et al. “Processing Multilingual Customer Contacts via Social Media.” <i>Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland et al., vol. 96, University of Hamburg, 2011, pp. 219–22.","ama":"Geierhos M, Lee YS, Bargel M. Processing Multilingual Customer Contacts via Social Media. In: Hedeland H, Schmidt T, Wörner K, eds. <i>Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>. Vol 96. Arbeiten zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg; 2011:219-222.","bibtex":"@inproceedings{Geierhos_Lee_Bargel_2011, place={Hamburg, Germany}, series={Arbeiten zur Mehrsprachigkeit - Folge B}, title={Processing Multilingual Customer Contacts via Social Media}, volume={96}, booktitle={Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011}, publisher={University of Hamburg}, author={Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}, editor={Hedeland, Hanna and Schmidt, Thomas and Wörner, KaiEditors}, year={2011}, pages={219–222}, collection={Arbeiten zur Mehrsprachigkeit - Folge B} }"},"oa":"1","place":"Hamburg, Germany","conference":{"end_date":"2011-09-30","start_date":"2011-09-28","name":"Conference of the German Society for Computational Linguistics and Language Technology (GSCL 2011)","location":"Hamburg, Germany"},"status":"public","volume":96,"editor":[{"full_name":"Hedeland, Hanna","first_name":"Hanna","last_name":"Hedeland"},{"first_name":"Thomas","last_name":"Schmidt","full_name":"Schmidt, Thomas"},{"full_name":"Wörner, Kai","last_name":"Wörner","first_name":"Kai"}],"user_id":"42496","publisher":"University of Hamburg","_id":"1122","page":"219-222","extern":"1","abstract":[{"text":"Within this paper, we will describe a new approach to customer interaction management by integrating social networking channels into existing business processes. Until now, contact center agents still read these messages and forward them to the persons in charge of customer’s in the company. But with the introduction of Web 2.0 and social networking clients are more likely to communicate with the companies via Facebook and Twitter instead of filling data in contact forms or sending e-mail requests. In order to maintain an active communication with international clients via social media, the multilingual consumer contacts have to be categorized and then automatically assigned to the corresponding business processes (e.g. technicalservice, shipping, marketing, and accounting). This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer relationship management.","lang":"eng"}],"publication":"Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"keyword":["Classification of Multilingual Customer Contacts","Contact Center Application Support","Social Media Business Integration"],"type":"conference","date_created":"2018-01-29T15:48:34Z","intvolume":"        96","publication_status":"published","date_updated":"2022-01-06T06:50:58Z","publication_identifier":{"issn":["0176-599X"]},"author":[{"id":"42496","full_name":"Geierhos, Michaela","first_name":"Michaela","last_name":"Geierhos","orcid":"0000-0002-8180-5606"},{"first_name":"Yeong Su","last_name":"Lee","full_name":"Lee, Yeong Su"},{"full_name":"Bargel, Matthias","last_name":"Bargel","first_name":"Matthias"}],"title":"Processing Multilingual Customer Contacts via Social Media","year":"2011","series_title":"Arbeiten zur Mehrsprachigkeit - Folge B","language":[{"iso":"eng"}],"main_file_link":[{"url":"http://exmaralda.org/gscl2011/downloads/AZM96.pdf","open_access":"1"}]},{"status":"public","conference":{"end_date":"2011-09-30","location":"Hamburg, Germany","start_date":"2011-09-28","name":"Conference of the German Society for Computational Linguistics and Language Technology (GSCL 2011)"},"page":"45-50","publisher":"University of Hamburg","_id":"1123","user_id":"42496","volume":96,"editor":[{"last_name":"Hedeland","first_name":"Hanna","full_name":"Hedeland, Hanna"},{"first_name":"Thomas","last_name":"Schmidt","full_name":"Schmidt, Thomas"},{"full_name":"Wörner, Kai","first_name":"Kai","last_name":"Wörner"}],"citation":{"ieee":"M. Geierhos, J.-L. Bouraoui, and P. Watrin, “Towards Multilingual Biographical Event Extraction,” in <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>, Hamburg, Germany, 2011, vol. 96, pp. 45–50.","apa":"Geierhos, M., Bouraoui, J.-L., &#38; Watrin, P. (2011). Towards Multilingual Biographical Event Extraction. In H. Hedeland, T. Schmidt, &#38; K. Wörner (Eds.), <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i> (Vol. 96, pp. 45–50). Hamburg, Germany: University of Hamburg.","chicago":"Geierhos, Michaela, Jean-Leon Bouraoui, and Patrick Watrin. “Towards Multilingual Biographical Event Extraction.” In <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland, Thomas Schmidt, and Kai Wörner, 96:45–50. Arbeiten Zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg, 2011.","short":"M. Geierhos, J.-L. Bouraoui, P. Watrin, in: H. Hedeland, T. Schmidt, K. Wörner (Eds.), Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011, University of Hamburg, Hamburg, Germany, 2011, pp. 45–50.","mla":"Geierhos, Michaela, et al. “Towards Multilingual Biographical Event Extraction.” <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland et al., vol. 96, University of Hamburg, 2011, pp. 45–50.","bibtex":"@inproceedings{Geierhos_Bouraoui_Watrin_2011, place={Hamburg, Germany}, series={Arbeiten zur Mehrsprachigkeit - Folge B}, title={Towards Multilingual Biographical Event Extraction}, volume={96}, booktitle={Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011}, publisher={University of Hamburg}, author={Geierhos, Michaela and Bouraoui, Jean-Leon and Watrin, Patrick}, editor={Hedeland, Hanna and Schmidt, Thomas and Wörner, KaiEditors}, year={2011}, pages={45–50}, collection={Arbeiten zur Mehrsprachigkeit - Folge B} }","ama":"Geierhos M, Bouraoui J-L, Watrin P. Towards Multilingual Biographical Event Extraction. In: Hedeland H, Schmidt T, Wörner K, eds. <i>Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011</i>. Vol 96. Arbeiten zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg; 2011:45-50."},"quality_controlled":"1","place":"Hamburg, Germany","oa":"1","year":"2011","title":"Towards Multilingual Biographical Event Extraction","author":[{"id":"42496","orcid":"0000-0002-8180-5606","first_name":"Michaela","last_name":"Geierhos","full_name":"Geierhos, Michaela"},{"full_name":"Bouraoui, Jean-Leon","first_name":"Jean-Leon","last_name":"Bouraoui"},{"full_name":"Watrin, Patrick","last_name":"Watrin","first_name":"Patrick"}],"publication_identifier":{"issn":["0176-599X"]},"publication_status":"published","date_updated":"2022-01-06T06:50:58Z","intvolume":"        96","main_file_link":[{"open_access":"1","url":"http://exmaralda.org/gscl2011/downloads/AZM96.pdf"}],"series_title":"Arbeiten zur Mehrsprachigkeit - Folge B","language":[{"iso":"eng"}],"publication":"Multilingual Resources, Multilingual Applications. Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011","extern":"1","abstract":[{"text":"Within this paper, we describe the special requirements of a semantic annotation scheme used for biographical event\r\nextraction in the framework of the Europeancollaborative research project Biographe. This annotationscheme supports interlingual search for people due to its multilingual support covering four languages such as English, German, French and Dutch.","lang":"eng"}],"date_created":"2018-01-29T16:06:38Z","type":"conference","keyword":["Biographical Event Extraction for Interlingual People Search","Semantic Annotation Scheme"],"department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}]},{"status":"public","user_id":"42496","volume":2,"page":"222-233","publisher":"Engineering and Technology Publishing (ETPub)","_id":"1125","quality_controlled":"1","citation":{"mla":"Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as Customer Service Channel.” <i>Journal of Advances in Information Technology</i>, vol. 2, no. 4, Engineering and Technology Publishing (ETPub), 2011, pp. 222–33, doi:<a href=\"https://doi.org/10.4304/jait.2.4.222-233\">10.4304/jait.2.4.222-233</a>.","ama":"Geierhos M. Customer Interaction 2.0: Adopting Social Media as Customer Service Channel. <i>Journal of Advances in Information Technology</i>. 2011;2(4):222-233. doi:<a href=\"https://doi.org/10.4304/jait.2.4.222-233\">10.4304/jait.2.4.222-233</a>","bibtex":"@article{Geierhos_2011, title={Customer Interaction 2.0: Adopting Social Media as Customer Service Channel}, volume={2}, DOI={<a href=\"https://doi.org/10.4304/jait.2.4.222-233\">10.4304/jait.2.4.222-233</a>}, number={4}, journal={Journal of Advances in Information Technology}, publisher={Engineering and Technology Publishing (ETPub)}, author={Geierhos, Michaela}, year={2011}, pages={222–233} }","apa":"Geierhos, M. (2011). Customer Interaction 2.0: Adopting Social Media as Customer Service Channel. <i>Journal of Advances in Information Technology</i>, <i>2</i>(4), 222–233. <a href=\"https://doi.org/10.4304/jait.2.4.222-233\">https://doi.org/10.4304/jait.2.4.222-233</a>","ieee":"M. Geierhos, “Customer Interaction 2.0: Adopting Social Media as Customer Service Channel,” <i>Journal of Advances in Information Technology</i>, vol. 2, no. 4, pp. 222–233, 2011.","chicago":"Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as Customer Service Channel.” <i>Journal of Advances in Information Technology</i> 2, no. 4 (2011): 222–33. <a href=\"https://doi.org/10.4304/jait.2.4.222-233\">https://doi.org/10.4304/jait.2.4.222-233</a>.","short":"M. Geierhos, Journal of Advances in Information Technology 2 (2011) 222–233."},"publication_status":"published","date_updated":"2022-01-06T06:50:58Z","article_type":"original","intvolume":"         2","title":"Customer Interaction 2.0: Adopting Social Media as Customer Service Channel","year":"2011","author":[{"id":"42496","orcid":"0000-0002-8180-5606","last_name":"Geierhos","first_name":"Michaela","full_name":"Geierhos, Michaela"}],"publication_identifier":{"issn":["17982340"]},"doi":"10.4304/jait.2.4.222-233","language":[{"iso":"eng"}],"extern":"1","abstract":[{"lang":"eng","text":"Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be the interface between customer and company. For this reason, it is assumed that social networks will evolve into a common communication channel – not only between individuals but also between customers and companies. However, social networking has not yet been integrated into customer interaction management (CIM) tools. In general, a CIM application is used by the agents in a contact centre while communicating with the customers. Such systems handle communication across multiple different channels, such as e-mail, telephone, Instant Messaging, letter etc. What we do now is to integrate social networking into CIM applications by adding another communication channel. This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer service management and the company’s response will be delivered through the customer’s preferred social networking site."}],"publication":"Journal of Advances in Information Technology","issue":"4","keyword":["Social Media Business Integration","Multichannel Customer Interaction Management","Contact Centre Application Support"],"type":"journal_article","department":[{"_id":"36"},{"_id":"1"},{"_id":"579"}],"date_created":"2018-01-29T16:33:55Z"},{"citation":{"mla":"Mindt, Ilka. <i>Adjective Complementation by That-Clauses: An Empirical Study</i>. Benjamins, 2011.","ama":"Mindt I. <i>Adjective Complementation by That-Clauses: An Empirical Study</i>. 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Mindt, Adjective Complementation by That-Clauses: An Empirical Study, Benjamins, Amsterdam, 2011."},"type":"book","department":[{"_id":"384"}],"place":"Amsterdam","date_created":"2020-08-07T07:20:21Z","date_updated":"2022-01-06T06:53:17Z","status":"public","title":"Adjective complementation by that-clauses: An empirical study","year":"2011","author":[{"last_name":"Mindt","first_name":"Ilka","full_name":"Mindt, Ilka","id":"32079"}],"user_id":"14932","_id":"17692","publisher":"Benjamins","language":[{"iso":"eng"}]},{"author":[{"id":"32079","full_name":"Mindt, Ilka","last_name":"Mindt","first_name":"Ilka"},{"full_name":"Lindquist, Hans","first_name":"Hans","last_name":"Lindquist"}],"status":"public","year":"2011","title":"Corpus Linguistics and the Description of English","date_updated":"2022-01-06T06:53:22Z","_id":"17891","language":[{"iso":"eng"}],"publisher":"Edinburgh University Press, 2009","page":"242 - 247","user_id":"21240","citation":{"ama":"Mindt I, Lindquist H. 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Lindquist, “Corpus Linguistics and the Description of English,” <i>ICAME Journal 35</i>, pp. 242–247, 2011."},"publication":"ICAME Journal 35","date_created":"2020-08-13T06:32:13Z","department":[{"_id":"384"}],"type":"journal_article"},{"date_created":"2020-08-13T06:40:42Z","place":"Berlin","type":"book_chapter","department":[{"_id":"384"}],"publication":"Anglistik. International Journal of English Studies, 22, 1","citation":{"ama":"Mindt I, Mukherjee J. Anglistische Korpuslinguistik. Eine  \tEinführung. Grundlagen der Anglistik und Amerikanistik 33. In: <i>Anglistik. International Journal of English Studies, 22, 1</i>. Berlin: Erich Schmidt Verlag, 2009; 2011:205-206.","bibtex":"@inbook{Mindt_Mukherjee_2011, place={Berlin}, title={Anglistische Korpuslinguistik. Eine  \tEinführung. Grundlagen der Anglistik und Amerikanistik 33}, booktitle={Anglistik. International Journal of English Studies, 22, 1}, publisher={Erich Schmidt Verlag, 2009}, author={Mindt, Ilka and Mukherjee, Joybrato}, year={2011}, pages={205–206} }","mla":"Mindt, Ilka, and Joybrato Mukherjee. “Anglistische Korpuslinguistik. Eine  \tEinführung. Grundlagen der Anglistik und Amerikanistik 33.” <i>Anglistik. International Journal of English Studies, 22, 1</i>, Erich Schmidt Verlag, 2009, 2011, pp. 205–06.","short":"I. Mindt, J. Mukherjee, in: Anglistik. International Journal of English Studies, 22, 1, Erich Schmidt Verlag, 2009, Berlin, 2011, pp. 205–206.","chicago":"Mindt, Ilka, and Joybrato Mukherjee. “Anglistische Korpuslinguistik. Eine  \tEinführung. Grundlagen der Anglistik und Amerikanistik 33.” In <i>Anglistik. International Journal of English Studies, 22, 1</i>, 205–6. Berlin: Erich Schmidt Verlag, 2009, 2011.","apa":"Mindt, I., &#38; Mukherjee, J. (2011). Anglistische Korpuslinguistik. Eine  \tEinführung. Grundlagen der Anglistik und Amerikanistik 33. 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