Date of Award

1-12-2016

Document Type

Thesis

Degree Name

Master of Arts (MA)

Specialization

Communication and Leadership

School or Department

School of Leadership Studies

First Advisor

Dr. Michael Hazel

Second Advisor

Dr. Carolyn Cunningham

Abstract

This project looks into maximizing value for organizations and customers through customer service. Media richness theory was used to help the researchers understand how to best serve content to customers of a company that offers tech support channels. Video tutorials were determined to be the richest form of media just after human interaction (Face to Face). The project was designed to help content creators understand best practices around creating video tutorial content. Site visitors are asked to complete a survey after reading through the content. The survey was designed to help the researchers understand if the content is useful. For further clarification the researchers have a second survey. The second survey asks the visitors to the site to come back later and answer questions that help determine if the content is valuable and if more content is needed. If more content is needed there is a section to provide comments.

Comments

All rights reserved.

Download

Share

COinS