---
_id: '1122'
abstract:
- lang: eng
  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.
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Yeong Su
  full_name: Lee, Yeong Su
  last_name: Lee
- first_name: Matthias
  full_name: Bargel, Matthias
  last_name: Bargel
citation:
  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.'
  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.'
  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} }'
  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.'
  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.'
  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.'
  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.'
conference:
  end_date: 2011-09-30
  location: Hamburg, Germany
  name: Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL 2011)
  start_date: 2011-09-28
date_created: 2018-01-29T15:48:34Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
editor:
- first_name: Hanna
  full_name: Hedeland, Hanna
  last_name: Hedeland
- first_name: Thomas
  full_name: Schmidt, Thomas
  last_name: Schmidt
- first_name: Kai
  full_name: Wörner, Kai
  last_name: Wörner
extern: '1'
intvolume: '        96'
keyword:
- Classification of Multilingual Customer Contacts
- Contact Center Application Support
- Social Media Business Integration
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: http://exmaralda.org/gscl2011/downloads/AZM96.pdf
oa: '1'
page: 219-222
place: Hamburg, Germany
publication: 'Multilingual Resources, Multilingual Applications: Proceedings of the
  Conference of the German Society for Computational Linguistics and Language Technology
  (GSCL) 2011'
publication_identifier:
  issn:
  - 0176-599X
publication_status: published
publisher: University of Hamburg
quality_controlled: '1'
series_title: Arbeiten zur Mehrsprachigkeit - Folge B
status: public
title: Processing Multilingual Customer Contacts via Social Media
type: conference
user_id: '42496'
volume: 96
year: '2011'
...
---
_id: '1125'
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.
article_type: original
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
citation:
  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>'
  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>'
  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} }'
  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>.'
  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.'
  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>.'
  short: M. Geierhos, Journal of Advances in Information Technology 2 (2011) 222–233.
date_created: 2018-01-29T16:33:55Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
doi: 10.4304/jait.2.4.222-233
extern: '1'
intvolume: '         2'
issue: '4'
keyword:
- Social Media Business Integration
- Multichannel Customer Interaction Management
- Contact Centre Application Support
language:
- iso: eng
page: 222-233
publication: Journal of Advances in Information Technology
publication_identifier:
  issn:
  - '17982340'
publication_status: published
publisher: Engineering and Technology Publishing (ETPub)
quality_controlled: '1'
status: public
title: 'Customer Interaction 2.0: Adopting Social Media as Customer Service Channel'
type: journal_article
user_id: '42496'
volume: 2
year: '2011'
...
---
_id: '39053'
abstract:
- lang: eng
  text: Portable devices come with different limitations in user interaction like
    limited display size, small keyboard, and different sorts of input and output
    capabilities. With the advance of speech recognition and speech synthesis technologies,
    their complementary use becomes attractive for mobile devices in order to implement
    real multimodal user interaction. However, current systems and formats do not
    sufficiently integrate advanced multimodal interactions. We introduce an advanced
    generic multimodal interaction and rendering system (MIRS) dedicated for mobile
    devices. MIRS incorporates efficient processing of XML specification languages
    for limited, mobile devices and comes with the XML-based dialog and interface
    specification language (DISL). DISL can be considered as an UIML subset, which
    is enhanced by the means of state-oriented dialog specifications. The dialog specification
    is based on ODSN (object oriented dialog specification notation), which has been
    introduced to define user interface control by means of interaction states with
    transition rules.
author:
- first_name: Wolfgang
  full_name: Müller, Wolfgang
  id: '16243'
  last_name: Müller
- first_name: Robbie
  full_name: Schäfer, Robbie
  last_name: Schäfer
- first_name: Steffen
  full_name: Bleul, Steffen
  last_name: Bleul
citation:
  ama: 'Müller W, Schäfer R, Bleul S. Interactive Multimodal User Interfaces for Mobile
    Devices. In: <i>Proceedings of HICCS-37</i>. ; 2004. doi:<a href="https://doi.org/10.1109/HICSS.2004.1265674">10.1109/HICSS.2004.1265674</a>'
  apa: Müller, W., Schäfer, R., &#38; Bleul, S. (2004). Interactive Multimodal User
    Interfaces for Mobile Devices. <i>Proceedings of HICCS-37</i>. 37th Annual Hawaii
    International Conference on System Sciences, Waikoloa, HI, USA. <a href="https://doi.org/10.1109/HICSS.2004.1265674">https://doi.org/10.1109/HICSS.2004.1265674</a>
  bibtex: '@inproceedings{Müller_Schäfer_Bleul_2004, place={Waikoloa, HI, USA}, title={Interactive
    Multimodal User Interfaces for Mobile Devices}, DOI={<a href="https://doi.org/10.1109/HICSS.2004.1265674">10.1109/HICSS.2004.1265674</a>},
    booktitle={Proceedings of HICCS-37}, author={Müller, Wolfgang and Schäfer, Robbie
    and Bleul, Steffen}, year={2004} }'
  chicago: Müller, Wolfgang, Robbie Schäfer, and Steffen Bleul. “Interactive Multimodal
    User Interfaces for Mobile Devices.” In <i>Proceedings of HICCS-37</i>. Waikoloa,
    HI, USA, 2004. <a href="https://doi.org/10.1109/HICSS.2004.1265674">https://doi.org/10.1109/HICSS.2004.1265674</a>.
  ieee: 'W. Müller, R. Schäfer, and S. Bleul, “Interactive Multimodal User Interfaces
    for Mobile Devices,” presented at the 37th Annual Hawaii International Conference
    on System Sciences, Waikoloa, HI, USA, 2004, doi: <a href="https://doi.org/10.1109/HICSS.2004.1265674">10.1109/HICSS.2004.1265674</a>.'
  mla: Müller, Wolfgang, et al. “Interactive Multimodal User Interfaces for Mobile
    Devices.” <i>Proceedings of HICCS-37</i>, 2004, doi:<a href="https://doi.org/10.1109/HICSS.2004.1265674">10.1109/HICSS.2004.1265674</a>.
  short: 'W. Müller, R. Schäfer, S. Bleul, in: Proceedings of HICCS-37, Waikoloa,
    HI, USA, 2004.'
conference:
  location: Waikoloa, HI, USA
  name: 37th Annual Hawaii International Conference on System Sciences
date_created: 2023-01-24T08:46:31Z
date_updated: 2023-01-24T08:46:37Z
department:
- _id: '672'
doi: 10.1109/HICSS.2004.1265674
keyword:
- User interfaces
- Speech recognition
- Streaming media
- Specification languages
- Keyboards
- Speech synthesis
- Rendering (computer graphics)
- Ambient intelligence
- Humans
- Displays
language:
- iso: eng
place: Waikoloa, HI, USA
publication: Proceedings of HICCS-37
publication_identifier:
  isbn:
  - 0-7695-2056-1
status: public
title: Interactive Multimodal User Interfaces for Mobile Devices
type: conference
user_id: '5786'
year: '2004'
...
---
_id: '5623'
abstract:
- lang: eng
  text: 'Mit dem elektronischen Papier wird in der Displayforschung ein neuer materialtechnologischer
    Ansatz verfolgt: Elektronisches Papier besteht aus einer dünnen, flexiblen Folie,
    in der farbige Pigmente mittels elektrischer Felder ausgerichtet werden. Die Vorteile
    gegenüber traditionellen Technologien wie beispielsweise LCD-Displays bestehen
    zum einen in niedrigeren Herstellungskosten (niedrigere Produktionskosten und
    geringere Materialkosten) und einem geringeren Gewicht. Zum anderen entsteht eine
    bessere Lesbarkeit, da sich Reflexion, Kontrast und mögliche Betrachtungswinkel
    verbessern bzw. vergrößern. Diese Potenziale können bei Anzeigetafeln, Computerdisplays
    und mobilen Endgeräten ausgeschöpft werden. Mit der Eigenschaft, fast beliebige
    Materialien als Trägermedium zu verwenden, öffnet sich auch die Anwendungsmöglichkeit
    des biegsamen, elektronischen Mediums für Zeitungen und Zeitschriften. Die US-Unternehmen
    E Ink und Gyricon Media bieten eine zunehmend größere Produktpalette mit elektronischem
    Papier an.'
author:
- first_name: Guido
  full_name: Schryen, Guido
  id: '72850'
  last_name: Schryen
- first_name: Jürgen
  full_name: Karla, Jürgen
  last_name: Karla
citation:
  ama: Schryen G, Karla J. Elektronisches Papier - Display-Technologie mit weitem
    Anwendungsspektrum. <i>Wirtschaftsinformatik</i>. 2002;44(6):567-574.
  apa: Schryen, G., &#38; Karla, J. (2002). Elektronisches Papier - Display-Technologie
    mit weitem Anwendungsspektrum. <i>Wirtschaftsinformatik</i>, <i>44</i>(6), 567–574.
  bibtex: '@article{Schryen_Karla_2002, title={Elektronisches Papier - Display-Technologie
    mit weitem Anwendungsspektrum}, volume={44}, number={6}, journal={Wirtschaftsinformatik},
    publisher={Springer}, author={Schryen, Guido and Karla, Jürgen}, year={2002},
    pages={567–574} }'
  chicago: 'Schryen, Guido, and Jürgen Karla. “Elektronisches Papier - Display-Technologie
    Mit Weitem Anwendungsspektrum.” <i>Wirtschaftsinformatik</i> 44, no. 6 (2002):
    567–74.'
  ieee: G. Schryen and J. Karla, “Elektronisches Papier - Display-Technologie mit
    weitem Anwendungsspektrum,” <i>Wirtschaftsinformatik</i>, vol. 44, no. 6, pp.
    567–574, 2002.
  mla: Schryen, Guido, and Jürgen Karla. “Elektronisches Papier - Display-Technologie
    Mit Weitem Anwendungsspektrum.” <i>Wirtschaftsinformatik</i>, vol. 44, no. 6,
    Springer, 2002, pp. 567–74.
  short: G. Schryen, J. Karla, Wirtschaftsinformatik 44 (2002) 567–574.
date_created: 2018-11-14T14:08:02Z
date_updated: 2022-01-06T07:02:12Z
ddc:
- '000'
department:
- _id: '277'
extern: '1'
file:
- access_level: open_access
  content_type: application/pdf
  creator: hsiemes
  date_created: 2018-12-18T13:43:09Z
  date_updated: 2018-12-18T13:43:09Z
  file_id: '6344'
  file_name: Schryen Karla - ElektronischesPapier.pdf
  file_size: 415354
  relation: main_file
file_date_updated: 2018-12-18T13:43:09Z
has_accepted_license: '1'
intvolume: '        44'
issue: '6'
keyword:
- Elektronisches Papier
- Elektronische Tinte
- E Ink
- Gyricon Media
- Displays
- Mobile Endger{\
language:
- iso: eng
oa: '1'
page: 567-574
publication: Wirtschaftsinformatik
publisher: Springer
status: public
title: Elektronisches Papier - Display-Technologie mit weitem Anwendungsspektrum
type: journal_article
user_id: '61579'
volume: 44
year: '2002'
...
---
_id: '39496'
abstract:
- lang: eng
  text: With the wide availability of network supporting hard-and software cooperative
    computer-based environments became extremely popular. A wide range of CSCW (Computer
    Supported Cooperative Work) tools with video conferencing, electronic mail, shared
    whiteboards, discussion forums, and shared information systems are already part
    of daily business. In contrast to the unstructured linear stream of information
    in electronic mails shared workspaces provide structured administration of electronic
    information like documents, voice, pictures, and movies. Popular examples of shared
    workspaces are BSCW (Basic Support for Cooperative Work), Hypernews, Lotus Notes,
    Alta Vista Forum, Lifelink, Microsoft Exchange and Webshare. Currently, all these
    systems are not flexible enough to get easily customized to the requirements of
    the individual application and user only supporting a limited set of predefined
    different views and functionality. This article introduces VIPspace (Visually
    Programmable Workspace). VIPspace can be easily customized to the individual needs
    of an user through VIPrule, a combination of a form- and icon-based visual programming
    language. VIPrule is based on an easy-to-use drag and drop paradigm. Direct manipulation
    via drag and drop allows easy access to local file systems as well as manipulation,
    exchange, and publication of shared multimedia documents. As VIPspace is implemented
    in Java it nicely integrates with other web-applications and provides a platform
    independent environment with a uniform graphical user interface.
author:
- first_name: M.
  full_name: Dücker, M.
  last_name: Dücker
- first_name: Wolfgang
  full_name: Müller, Wolfgang
  id: '16243'
  last_name: Müller
- first_name: Jessica
  full_name: Rubart, Jessica
  last_name: Rubart
citation:
  ama: 'Dücker M, Müller W, Rubart J. VIPspace - A Visually Programmable Shared Workspace.
    In: <i> Proceedings. 1998 IEEE Symposium on Visual Languages </i>. ; 1998. doi:<a
    href="https://doi.org/10.1109/VL.1998.706150">10.1109/VL.1998.706150</a>'
  apa: Dücker, M., Müller, W., &#38; Rubart, J. (1998). VIPspace - A Visually Programmable
    Shared Workspace. <i> Proceedings. 1998 IEEE Symposium on Visual Languages </i>.
    1998 IEEE Symposium on Visual Languages , Halifax, NS, Canada . <a href="https://doi.org/10.1109/VL.1998.706150">https://doi.org/10.1109/VL.1998.706150</a>
  bibtex: '@inproceedings{Dücker_Müller_Rubart_1998, place={Halifax, NS, Canada },
    title={VIPspace - A Visually Programmable Shared Workspace}, DOI={<a href="https://doi.org/10.1109/VL.1998.706150">10.1109/VL.1998.706150</a>},
    booktitle={ Proceedings. 1998 IEEE Symposium on Visual Languages }, author={Dücker,
    M. and Müller, Wolfgang and Rubart, Jessica}, year={1998} }'
  chicago: Dücker, M., Wolfgang Müller, and Jessica Rubart. “VIPspace - A Visually
    Programmable Shared Workspace.” In <i> Proceedings. 1998 IEEE Symposium on Visual
    Languages </i>. Halifax, NS, Canada , 1998. <a href="https://doi.org/10.1109/VL.1998.706150">https://doi.org/10.1109/VL.1998.706150</a>.
  ieee: 'M. Dücker, W. Müller, and J. Rubart, “VIPspace - A Visually Programmable
    Shared Workspace,” presented at the 1998 IEEE Symposium on Visual Languages ,
    Halifax, NS, Canada , 1998, doi: <a href="https://doi.org/10.1109/VL.1998.706150">10.1109/VL.1998.706150</a>.'
  mla: Dücker, M., et al. “VIPspace - A Visually Programmable Shared Workspace.” <i>
    Proceedings. 1998 IEEE Symposium on Visual Languages </i>, 1998, doi:<a href="https://doi.org/10.1109/VL.1998.706150">10.1109/VL.1998.706150</a>.
  short: 'M. Dücker, W. Müller, J. Rubart, in:  Proceedings. 1998 IEEE Symposium on
    Visual Languages , Halifax, NS, Canada , 1998.'
conference:
  location: 'Halifax, NS, Canada '
  name: '1998 IEEE Symposium on Visual Languages '
date_created: 2023-01-24T11:42:25Z
date_updated: 2023-01-24T11:42:31Z
department:
- _id: '672'
doi: 10.1109/VL.1998.706150
keyword:
- Collaborative work
- Electronic mail
- Computer networks
- Video sharing
- Videoconference
- Discussion forums
- Information systems
- Streaming media
- Motion pictures
- Computer languages
language:
- iso: eng
place: 'Halifax, NS, Canada '
publication: ' Proceedings. 1998 IEEE Symposium on Visual Languages '
publication_identifier:
  isbn:
  - 0-8186-8712-6
status: public
title: VIPspace - A Visually Programmable Shared Workspace
type: conference
user_id: '5786'
year: '1998'
...