York, PA 17403-3326
Publications
Interpersonal rapport in call center interactions
Using Amazon's Mechanical Turk to collect nontraditional participant samples
From text, to the static image, to live-streaming apps: An overview of social media technology use during the critical period of a crisis, New Media and Public Relations - February 1, 2017
Assessing risk following a Wireless Emergency Alert: Are 90 characters enough?, Journal of Homeland Security and Emergency Management
From text, to the static image, to live-streaming apps: An overview of social media technology use during the critical period of a crisis.
How individuals process NWS weather warning messages on their cell phone, Weather and Society - July (3rd Quarter/Summer), 2013
“What's going on?” Issues and challenges involved in communicating crisis events on college campuses, New Media and Public Relations - March 27, 2012
Communicating severe weather to mobile stakeholders: Challenges and future trends, Weather & Society Watch - January (1st Quarter/Winter) 20, 2012
K-12 parents' attitudes about their school district's mass notification service, Journal of School Public Relations - October (4th Quarter/Autumn), 2011
Linking communication competence with call center technicians' up selling skills, Journal of Business Communication - October (4th Quarter/Autumn), 2011
Computer and Display Programs in Education, International Communication Association's Encyclopedia of Communication - January (1st Quarter/Winter), 2011
Thinking and interacting like a leader: The TILL system for effective interpersonal communication, Journal of Business Communication - 2008
Computer and display programs in education, International Communication Association's Encyclopedia of Communication - 2008
Why first-level call center technicians need knowledge management tools, Strategic Knowledge Management in Multinational Organizations - 2008
Using mediated communication channels in a crisis, New Media and Public Relations - 2007
No greater sacrifice: American Airlines employee crisis response to the September 11 attack, Journal of Applied Communication Research - 2007
Using customer contact center technicians to measure the effectiveness of online help systems, Technical Communication - 2007
Using electronic surveys in organizational/employee communication research: A study at GE's Global Research Center, IEEE Transactions on Professional Communication - 2007
'It's easier to ask someone I know:' Call center technicians' adoption of knowledge management tools, Journal of Business Communication - 2004
A guide to implementing PowerPoint and overhead LCD projectors in communication classrooms, American Communication Journal - 2002
Teaching students in the basic course how to use presentation software., Communication Education - 2001
Speaking Ebonics in a professional context: The role of ethos/source credibility and perceived sociability of the speaker, Technical Writing & Communication - 2000