@article{61025,
  abstract     = {{The concept of social dominance has been used in a plethora of studies to assess animal behaviour and relationships between individuals for nearly a century. Nevertheless, a standard approach does not yet exist to assess dominance in species that have a nonlinear or weakly linear hierarchical structure. We amassed 316 published data sets and show that 73.7% of the data sets and 90.3% of 103 species that we reviewed do not have a strongly linear structure. Herein, we present a novel method, ADAGIO, for assessing the structure of dominance networks. ADAGIO computes dominance hierarchies, in the form of directed acyclic graphs, to represent the dominance relations of a given group of animals. Thus far, most methods for computing dominance ranks assume implicitly that the dominance relation is a total order of the individuals in a group. ADAGIO does not assume or require this to be always true, and is hence more appropriate for analysing dominance hierarchies that are not strongly linear. We evaluated our approach against other frequently used methods, I&SI, David's score and Elo-rating, on 12 000 simulated data sets and on 279 interaction matrices from published, empirical data. The results from the simulated data show that ADAGIO achieves a significantly smaller error, and hence performs better when assigning ranks than other methods. Additionally, ADAGIO generated accurate dominance hierarchies for empirical data sets with a high index of linearity. Hence, our findings suggest that ADAGIO is currently the most reliable method to assess social dominance in gregarious animals living in groups of any size. Furthermore, since ADAGIO was designed to be generic, its applicability has the potential to extend beyond dominance data. The source code of our algorithm and all simulations used for this paper are publicly available at http://ngonga.github.io/adagio/.}},
  author       = {{Douglas, Pamela Heidi and Ngonga Ngomo, Axel-Cyrille and Hohmann, Gottfried}},
  issn         = {{0003-3472}},
  journal      = {{Animal Behaviour}},
  keywords     = {{aggression, behaviour, comparability, directed acyclic graph, hierarchy, linearity, nonlinearity, social rank, totality}},
  pages        = {{21--32}},
  publisher    = {{Elsevier BV}},
  title        = {{{A novel approach for dominance assessment in gregarious species: ADAGIO}}},
  doi          = {{10.1016/j.anbehav.2016.10.014}},
  volume       = {{123}},
  year         = {{2016}},
}

@inproceedings{4463,
  abstract     = {{Academic success in Higher Education is influenced by a number of different factors. This paper tackles the question if the individual levels of motivation, anxiety, enjoyment and self-efficacy, measured immediately before entering university, influence the probability of academic success. Former studies have shown an influence of the high school grade, the learning environment and motivational variables. They do not investigate, however, the individual levels of the mentioned constructs before the beginning of the studies. This research was conducted at the University of St. Gallen/Switzerland. The sample includes 695 first-year students who provided information about the individual level of the mentioned constructs. 
Descriptive statistics show that on average the students are highly motivated, have a high level of self-efficacy and are looking forward to their studies before their beginning. Yet, there are students who have a high level of fear of failure in the study in spite of their high motivation and self-efficacy. A logistic regression shows that there is a significant effect of fear of failure on the probability of study success. This paper shows that fear of failure can increase the probability of academic failure and thus become a self-fulfilling prophecy. It confirms fear as an important factor for academic success. Furthermore, other important factors for academic success, for example the high school grade, could be confirmed in this study}},
  author       = {{Brahm, Taiga and Jenert, Tobias and Wagner, Dietrich}},
  keywords     = {{Quantitative methods, Student learning, Emotion and Cognition, Social sciences, Higher education, Motivation and Emotion, Fear of Failure}},
  location     = {{Zypern}},
  title        = {{{The self-fulfilling prophecy of fear of academic failure}}},
  year         = {{2015}},
}

@article{17189,
  abstract     = {{Alignment is a phenomenon observed in human conversation: Dialog partners' behavior converges in many respects. Such alignment has been proposed to be automatic and the basis for communicating successfully. Recent research on human-computer dialog promotes a mediated communicative design account of alignment according to which the extent of alignment is influenced by interlocutors' beliefs about each other. Our work aims at adding to these findings in two ways. (a) Our work investigates alignment of manual actions, instead of lexical choice. (b) Participants interact with the iCub humanoid robot, instead of an artificial computer dialog system. Our results confirm that alignment also takes place in the domain of actions. We were not able to replicate the results of the original study in general in this setting, but in accordance with its findings, participants with a high questionnaire score for emotional stability and participants who are familiar with robots align their actions more to a robot they believe to be basic than to one they believe to be advanced. Regarding alignment over the course of an interaction, the extent of alignment seems to remain constant, when participants believe the robot to be advanced, but it increases over time, when participants believe the robot to be a basic version.}},
  author       = {{Vollmer, Anna-Lisa and Rohlfing, Katharina and Wrede, Britta and Cangelosi, Angelo}},
  issn         = {{1875-4791}},
  journal      = {{International Journal of Social Robotics}},
  keywords     = {{learning, Human-robot interaction, Alignment, Robot social, Action understanding}},
  number       = {{2}},
  pages        = {{241--252}},
  publisher    = {{Springer-Verlag}},
  title        = {{{Alignment to the Actions of a Robot}}},
  doi          = {{10.1007/s12369-014-0252-0}},
  volume       = {{7}},
  year         = {{2015}},
}

@article{17662,
  author       = {{Polevoy, Gleb and Smorodinsky, Rann and Tennenholtz, Moshe}},
  issn         = {{2167-8375}},
  journal      = {{ACM Trans. Econ. Comput.}},
  keywords     = {{Competition, efficiency, equilibrium, market, social welfare}},
  number       = {{1}},
  pages        = {{1:1--1:16}},
  publisher    = {{ACM}},
  title        = {{{Signaling Competition and Social Welfare}}},
  doi          = {{10.1145/2560766}},
  volume       = {{2}},
  year         = {{2014}},
}

@inproceedings{13317,
  abstract     = {{Along with the increasing popularity of social media and online communities in many business settings, the notion of online community health has become a common means by which community managers judge the condition or state of their communities. It has also been introduced to the literature, yet the concept remains underspecified and fragmented. In this paper, we work toward a construct conceptualization of online community health. Through a review of extant literature and dialogue with specialists in the field, we develop a multi-dimensional construct of online community health, consisting of seven elements. In writing this paper, we attempt to foster theory development around new organizational forms by advancing a new and important construct. The paper further provides guidance to the managers of social media and online communities by taking a systematic look at the well-being of their communities.}},
  author       = {{Wagner, David and Richter, Alexander and Trier, Matthias and Wagner, Heinz-Theo}},
  booktitle    = {{Proceedings of the 35th International Conference on Information Systems. ICIS 2014}},
  editor       = {{Karahanna, Elena and Srinivasan, Ananth and Tan, Bernard}},
  keywords     = {{Social media, Online communities, Online community success, Online community health, Construct conceptualization}},
  publisher    = {{Association for Information Systems. AIS Electronic Library (AISeL)}},
  title        = {{{Towards a Conceptualization of Online Community Health}}},
  year         = {{2014}},
}

@article{17199,
  abstract     = {{Research of tutoring in parent-infant interaction has shown that tutors - when presenting some action - modify both their verbal and manual performance for the learner (‘motherese’, ‘motionese’). Investigating the sources and effects of the tutors’ action modifications, we suggest an interactional account of ‘motionese’. Using video-data from a semi-experimental study in which parents taught their 8 to 11 month old infants how to nest a set of differently sized cups, we found that the tutors’ action modifications (in particular: high arches) functioned as an orienting device to guide the infant’s visual attention (gaze). Action modification and the recipient’s gaze can be seen to have a reciprocal sequential relationship and to constitute a constant loop of mutual adjustments. Implications are discussed for developmental research and for robotic ‘Social Learning’. We argue that a robot system could use on-line feedback strategies (e.g. gaze) to pro-actively shape a tutor’s action presentation as it emerges.}},
  author       = {{Pitsch, Karola and Vollmer, Anna-Lisa and Rohlfing, Katharina and Fritsch, Jannik and Wrede, Britta}},
  issn         = {{1572-0381}},
  journal      = {{Interaction Studies}},
  keywords     = {{conversation analysis, interactional coordination, adult-child-interaction, feedback, gaze, quantification, social learning, motionese, tutoring}},
  number       = {{1}},
  pages        = {{55--98}},
  publisher    = {{John Benjamins Publishing Company}},
  title        = {{{Tutoring in adult-child-interaction: On the loop of the tutor's action modification and the recipient's gaze}}},
  doi          = {{10.1075/is.15.1.03pit}},
  volume       = {{15}},
  year         = {{2014}},
}

@article{17200,
  abstract     = {{This research investigated infants’ online perception of give-me gestures during observation of a social interaction. In the first experiment, goal-directed eye movements of 12-month-olds were recorded as they observed a give-and-take interaction in which an object is passed from one individual to another. Infants’ gaze shifts from the passing hand to the receiving hand were significantly faster when the receiving hand formed a give-me gesture relative to when it was presented as an inverted hand shape. Experiment 2 revealed that infants’ goal-directed gaze shifts were not based on different affordances of the two receiving hands. Two additional control experiments further demonstrated that differences in infants’ online gaze behavior were not mediated by an attentional preference for the give-me gesture. Together, our findings provide evidence that properties of social action goals influence infants’ online gaze during action observation. The current studies demonstrate that infants have expectations about well-formed object transfer actions between social agents. We suggest that 12-month-olds are sensitive to social goals within the context of give-and-take interactions while observing from a third-party perspective.}},
  author       = {{Elsner, Claudia and Bakker, Marta and Rohlfing, Katharina and Gredebäck, Gustaf}},
  issn         = {{0022-0965}},
  journal      = {{Journal of Experimental Child Psychology}},
  keywords     = {{Give-me gesture, Infant, Anticipation, Eye movement, Gesture, Social interaction}},
  pages        = {{280--294}},
  publisher    = {{Elsevier BV}},
  title        = {{{Infants' online perception of give-and-take interactions}}},
  doi          = {{10.1016/j.jecp.2014.05.007}},
  volume       = {{126}},
  year         = {{2014}},
}

@article{4699,
  author       = {{Becker, Jörg and Beverungen, Daniel and Knackstedt, Ralf and Matzner, Martin and Müller, Oliver and Pöppelbuss, Jens}},
  issn         = {{09050167}},
  journal      = {{Scandinavian Journal of Information Systems}},
  keywords     = {{Business process management, Conceptual modeling, Interaction routines, Modular design, Service networks, Social construction}},
  number       = {{1}},
  pages        = {{17----47}},
  title        = {{{Designing interaction routines in service networks: A modularity and social construction-based approach}}},
  year         = {{2013}},
}

@inproceedings{13322,
  abstract     = {{Previous research suggests the existence of sentiments in online social networks. In comparison to real life human interaction, in which sentiments have been shown to have an influence on human behaviour, it is not yet completely understood which mechanisms explain how sentiments influence users in online environments. We develop a theoretical framework that tries to bridge the gap between social influence theories that focus on offline interactions on one hand and online interaction in social networks on the other hand. We then test our hypothesis about the influence and dissemination of sentiments in a quantitative analysis that is based on retrieved textual messages of communication patterns in over 12000 online social networks. Our empirical results suggest a general influence of sentiments on node communication patterns that is evidenced by increased occurrences of subsequent messages that express the same sentiment polarization. We interpret these findings and suggest future research to advance our currently limited theories that assume perceived and generalized social influence to path-dependent social influence models that consider actual behaviour.}},
  author       = {{Hillmann, Robert and Trier, Matthias}},
  booktitle    = {{ECIS 2013 Proceedings}},
  isbn         = {{9783834924421}},
  keywords     = {{Social Network Analysis, Sentiment Analysis, Communication Patterns}},
  publisher    = {{Association for Information Systems. AIS Electronic Library (AISeL)}},
  title        = {{{Influence and Dissemination Of Sentiments in Social Network Communication Patterns}}},
  year         = {{2013}},
}

@inproceedings{13324,
  abstract     = {{The new technological enhancements and the accessibility to varieties of online applications, enable users to collect personal data and perform self-evaluation through test, comparison and experimentation. The sparked interest in numbers and numbers as self-representative visualisations is prominent in social networking sites, which are the empirical setting for the present study. This paper sets out to establish a multi-theoretical framework which enables the investigation of emerging phenomena of the role of numbers in social networking sites. The proposed framework rests on three theoretical pillars: self-determination theory, heuristic decision making and behavioural economics. A discussion departs from these convictions to investigate user reactions and behaviour when faced with numerical representations in the SNS.}},
  author       = {{Sjöklint, Mimmi and Constantiou, Ioanna and Trier, Matthias}},
  booktitle    = {{ECIS 2013 Proceedings}},
  isbn         = {{9783834924421}},
  keywords     = {{User Behaviour, Social Networking Sites, Numerical Representations, Multi-Theoretical Framework, Quantified Self, Pointification}},
  publisher    = {{Association for Information Systems. AIS Electronic Library (AISeL)}},
  title        = {{{Numerical Representations and User Behaviour in Social Networking Sites: Towards a Multi- Theoretical Research Framework}}},
  year         = {{2013}},
}

@article{4398,
  abstract     = {{Employing a Hausman–Taylor instrument variable (HT–IV) estimator to data from 558 microfinance institutions (MFIs) in 80 developing countries for the period from 2002 to 2007, this paper provides empirical evidence for a positive impact of a country's external governance quality and outcome on local microbanks' economic success in terms of profitability and sustainability. Evidence as well suggests a negative relationship between external governance and the microbanks' social success measured by the depth of outreach. In this context, our analysis reveals that a country's political stability, governance effectiveness, regulatory quality and rule of law are significant key elements of external governance affecting the MFIs' functional performance. Moreover, results from sensitivity analyses indicate that the relationship between external governance quality and microfinance functional performance significantly depends on the microbanks' business concepts, their lending methodologies and sources of funding.}},
  author       = {{Uhde, André and Müller, Oliver}},
  issn         = {{1752-0487}},
  journal      = {{ International Journal of Monetary Economics and Finance }},
  keywords     = {{microfinance, external governance, economic success, social success, developing countries, profitability, sustainability, microbanks, outreach, political stability, governance effectiveness, regulatory quality, rule of law, governance quality, lending methodologies, funding sources}},
  number       = {{2/3}},
  pages        = {{116--149}},
  title        = {{{External governance outcome and microfinance success}}},
  doi          = {{https://doi.org/10.1504/IJMEF.2013.056394}},
  volume       = {{6}},
  year         = {{2013}},
}

@article{17204,
  abstract     = {{In a longitudinal naturalistic study, we observed German mothers interacting with their infants when they were 3 and 6 months old. Pursuing the idea that infants’ attention is socialized in everyday interactions, we explored whether eye contact is reinforced selectively by behavioral modification in the input provided to infants. Applying a microanalytical approach focusing on the sequential organization of interaction, we explored how the mother draws the infant’s attention to herself and how she tries to maintain attention when the infant is looking at her. Results showed that eye contact is reinforced by specific infant-directed practices: interrogatives and conversational openings, multimodal stimulation, repetition, and imitation. In addition, these practices are contingent on the infant’s own behavior. By comparing the two data points (3 and 6 months), we showed how the education of attention evolves hand-in-hand with the developing capacities of the infant.}},
  author       = {{Nomikou, Iris and Rohlfing, Katharina and Szufnarowska, Joanna}},
  issn         = {{1572-0381}},
  journal      = {{Interaction Studies}},
  keywords     = {{interactional adaptation, multimodal input, social learning, ecology of attention, eye contact}},
  number       = {{2}},
  pages        = {{240--267}},
  publisher    = {{John Benjamins Publishing Company}},
  title        = {{{Educating attention: recruiting, maintaining, and framing eye contact in early natural mother-infant interactions}}},
  doi          = {{10.1075/is.14.2.05nom}},
  volume       = {{14}},
  year         = {{2013}},
}

@inproceedings{4486,
  author       = {{Gebhardt, Anja and Jenert, Tobias}},
  keywords     = {{learning culture, social interaction}},
  location     = {{Belgrad, Serbien }},
  title        = {{{How to Assess and Study the Cultural Dimension of Social Interactions in Higher Education Institutions (HEI)}}},
  year         = {{2012}},
}

@inproceedings{13326,
  abstract     = {{Communication within online social network applications enables users to express and share sentiments electronically. Existing studies examined the existence or distribution of sentiments in online communication at a general level or in small-observed groups. Our paper extends this research by analyzing sentiment exchange within social networks from an ego-network perspective. We draw from research on social influence and social attachment to develop theories of node polarization, balance effects and sentiment mirroring within communication dyads. Our empirical analysis covers a multitude of social networks in which the sentiment valence of all messages was determined. Subsequently we studied ego-networks of focal actors (ego) and their immediate contacts. Results support our theories and indicate that actors develop polarized sentiments towards individual peers but keep sentiment in balance on the ego-network level. Further, pairs of nodes tend to establish similar attitudes towards each other leading to stable and polarized positive or negative relationships}},
  author       = {{Hillmann, Robert and Trier, Matthias}},
  booktitle    = {{AMCIS 2012 Proceedings}},
  editor       = {{Joshi, K.D. and Yoo, Youngjin}},
  keywords     = {{Social Network Analysis, Ego-Network Analysis, Node Polarization, Sentiment Dissemination}},
  publisher    = {{Association for Information Systems. AIS Electronic Library (AISeL)}},
  title        = {{{Sentiment Polarization and Balance among Users in Online Social Networks}}},
  volume       = {{24}},
  year         = {{2012}},
}

@inproceedings{13331,
  abstract     = {{Communication in online social networks has been analyzed for some time regarding the expression of sentiments. So far, very little is known about the relationship between sentiments and network emergence, dissemination patternsand possible differences between positive and negative sentiments. The dissemination patterns analyzed in this study consist of network motifs based on triples of actors and the ties among them. These motifs are associated with common social network effects to derive meaningful insights about dissemination activities. The data basis includes several thousand social networks with textual messages classified according to embedded positive and negative sentiments. Based on this data, sub-networks are extracted and analyzed with a dynamic network motif analysis to determine dissemination patterns and associated network effects. Results indicate that the emergence of digital social networks exhibits a strong tendency towards reciprocity, followed by the dominance ofhierarchy as an intermediate step leading to social clustering with hubs and transitivity effects for both positive and negative sentiments to the same extend. Sentiments embedded in exchanged textual messages do only play a secondary role in network emergence and do not express differences regarding the emergence of network patterns.}},
  author       = {{Hillmann, Robert and Trier, Matthias}},
  booktitle    = {{Proceedings of the 2012 IEEE/ACM International Conference on Advances in Social Networks Analysis and Mining}},
  isbn         = {{9780769547992}},
  keywords     = {{Social Network Analysis, Dynamic Network Motif Analysis, Sentiment Dissemination, Networking Effects, Triads}},
  pages        = {{510--515}},
  publisher    = {{IEEE}},
  title        = {{{Dissemination Patterns and Associated Network Effects of Sentiments in Social Networks}}},
  year         = {{2012}},
}

@article{17225,
  abstract     = {{How is communicative gesture behavior in robots perceived by humans? Although gesture is crucial in social interaction, this research question is still largely unexplored in the field of social robotics. Thus, the main objective of the present work is to investigate how gestural machine behaviors can be used to design more natural communication in social robots. The chosen approach is twofold. Firstly, the technical challenges encountered when implementing a speech-gesture generation model on a robotic platform are tackled. We present a framework that enables the humanoid robot to flexibly produce synthetic speech and co-verbal hand and arm gestures at run-time, while not being limited to a predefined repertoire of motor actions. Secondly, the achieved flexibility in robot gesture is exploited in controlled experiments. To gain a deeper understanding of how communicative robot gesture might impact and shape human perception and evaluation of human-robot interaction, we conducted a between-subjects experimental study using the humanoid robot in a joint task scenario. We manipulated the non-verbal behaviors of the robot in three experimental conditions, so that it would refer to objects by utilizing either (1) unimodal (i.e., speech only) utterances, (2) congruent multimodal (i.e., semantically matching speech and gesture) or (3) incongruent multimodal (i.e., semantically non-matching speech and gesture) utterances. Our findings reveal that the robot is evaluated more positively when non-verbal behaviors such as hand and arm gestures are displayed along with speech, even if they do not semantically match the spoken utterance.}},
  author       = {{Salem, Maha and Kopp, Stefan and Wachsmuth, Ipke and Rohlfing, Katharina and Joublin, Frank}},
  issn         = {{1875-4805}},
  journal      = {{International Journal of Social Robotics, Special Issue on Expectations, Intentions, and Actions}},
  keywords     = {{Social Human-Robot Interaction, Multimodal Interaction and Conversational Skills, Robot Companions and Social Robots, Non-verbal Cues and Expressiveness}},
  number       = {{2}},
  pages        = {{201--217}},
  publisher    = {{Springer Science + Business Media}},
  title        = {{{Generation and evaluation of communicative robot gesture}}},
  doi          = {{10.1007/s12369-011-0124-9}},
  volume       = {{4}},
  year         = {{2012}},
}

@article{17428,
  abstract     = {{How is communicative gesture behavior in robots perceived by humans? Although gesture is crucial in social interaction, this research question is still largely unexplored in the field of social robotics. Thus, the main objective of the present work is to investigate how gestural machine behaviors can be used to design more natural communication in social robots. The chosen approach is twofold. Firstly, the technical challenges encountered when implementing a speech-gesture generation model on a robotic platform are tackled. We present a framework that enables the humanoid robot to flexibly produce synthetic speech and co-verbal hand and arm gestures at run-time, while not being limited to a predefined repertoire of motor actions. Secondly, the achieved flexibility in robot gesture is exploited in controlled experiments. To gain a deeper understanding of how communicative robot gesture might impact and shape human perception and evaluation of human-robot interaction, we conducted a between-subjects experimental study using the humanoid robot in a joint task scenario. We manipulated the non-verbal behaviors of the robot in three experimental conditions, so that it would refer to objects by utilizing either (1) unimodal (i.e., speech only) utterances, (2) congruent multimodal (i.e., semantically matching speech and gesture) or (3) incongruent multimodal (i.e., semantically non-matching speech and gesture) utterances. Our findings reveal that the robot is evaluated more positively when non-verbal behaviors such as hand and arm gestures are displayed along with speech, even if they do not semantically match the spoken utterance.}},
  author       = {{Salem, Maha and Kopp, Stefan and Wachsmuth, Ipke and Rohlfing, Katharina and Joublin, Frank}},
  issn         = {{1875-4805}},
  journal      = {{International Journal of Social Robotics, Special Issue on Expectations, Intentions, and Actions}},
  keywords     = {{Social Human-Robot Interaction, Multimodal Interaction and Conversational Skills, Robot Companions and Social Robots, Non-verbal Cues and Expressiveness}},
  number       = {{2}},
  pages        = {{201--217}},
  publisher    = {{Springer Science + Business Media}},
  title        = {{{Generation and evaluation of communicative robot gesture}}},
  doi          = {{10.1007/s12369-011-0124-9}},
  volume       = {{4}},
  year         = {{2012}},
}

@article{17216,
  author       = {{Lohan, Katrin Solveig and Rohlfing, Katharina and Pitsch, Karola and Saunders, Joe and Lehmann, Hagen and Nehaniv, Chrystopher L. and Fischer, Kerstin and Wrede, Britta}},
  issn         = {{1875-4805}},
  journal      = {{International Journal of Social Robotics}},
  keywords     = {{Social Robots, Contingency}},
  number       = {{2}},
  pages        = {{131--146}},
  publisher    = {{Springer Science + Business Media}},
  title        = {{{Tutor spotter: Proposing a feature set and evaluating it in a robotic system}}},
  doi          = {{10.1007/s12369-011-0125-8}},
  volume       = {{4}},
  year         = {{2012}},
}

@inproceedings{1120,
  abstract     = {{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.}},
  author       = {{Schuster, Jörg and Lee, Yeong Su and Kobothanassi, Despina  and Bargel, Matthias and Geierhos, Michaela}},
  booktitle    = {{International Conference on Information Society (i-Society 2011)}},
  isbn         = {{978-1-61284-148-9}},
  keywords     = {{Social Media Business Integration, Contact Center Application Support, Monitoring Social Conversations, Social Customer Interaction Management, Monitoring, Software Agents}},
  location     = {{London, UK}},
  pages        = {{153--158}},
  publisher    = {{IEEE}},
  title        = {{{SCM - A Simple, Modular and Flexible Customer Interaction Management System}}},
  year         = {{2011}},
}

@inproceedings{1122,
  abstract     = {{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       = {{Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}},
  booktitle    = {{Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011}},
  editor       = {{Hedeland, Hanna and Schmidt, Thomas and Wörner, Kai}},
  issn         = {{0176-599X}},
  keywords     = {{Classification of Multilingual Customer Contacts, Contact Center Application Support, Social Media Business Integration}},
  location     = {{Hamburg, Germany}},
  pages        = {{219--222}},
  publisher    = {{University of Hamburg}},
  title        = {{{Processing Multilingual Customer Contacts via Social Media}}},
  volume       = {{96}},
  year         = {{2011}},
}