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Ursula Lutzky
PD. Dr. Ursula Lutzky
Associate Professor
Deputy Head of Institute
Deputy Head of Senate
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About
Ursula Lutzky is an Associate Professor at the Department of Business Communication at the Vienna University of Economics and Business, where she teaches on the BA specialization in international business communication and the MSc in business communication. She is a member of the Institute for Language and Discourse in Business, Deputy Head of the Institute for Strategic Organizational Communication, as well as Deputy Head of the WU Senate. Before joining the Vienna University of Economics and Business, she worked as a Senior Lecturer (equivalent to Assistant Professor) and BA Co-Course Director at Birmingham City University in the United Kingdom (School of English, 2010-2016) and as a Lecturer at the University of Vienna in Austria (Department of English and American Studies, 2005-2010). She is a Senior Fellow of the British Higher Education Academy and an active member of the Association for Business Communication (ABC), serving the role of ABC’s Regional Vice President for Europe, Africa and the Middle East (2021-2025).
Research Interests
Ursula Lutzky is a linguist specializing in the study of language in business contexts. Her research interests include digital business communication, pragmatics, and applied corpus linguistics. She is thus interested in studying language use in business practice and explores the discursive effects that are created by the linguistic choices made in online communication.
Her research focuses on external business communication, that is communication between businesses and the outside world. She mainly studies how businesses communicate through digital outlets by investigating large samples of digital data, such as blogs, microblogs, e-commerce platforms and forums. Her monograph The Discourse of Customer Service Tweets (2021, Bloomsbury) explores the linguistic and communicative features of customer service interactions on social media. Her studies mainly use a corpus linguistic methodology, which means that she searches big data collections for linguistic patterns and trends, and she has extensive experience in compiling, preparing and annotating (XML) corpora.
Curious about Ursula’s work? Check out…
her monograph The Discourse of Customer Service Tweets.
her article on humour and polarization in business communication.
her study on discussions of debt in online fora.
her research on the impact of word choice in e-commerce.
A full list of publications and research activities can be found in PURE.
Book (monograph)
Chapter in edited volume
| 2024 | Lutzky, Ursula. 2024. From Twitter to X: Studying the effects of Musk’s takeover and rebranding of the social networking platform on webcare practices In: Proceedings of the 28th International Conference on Corporate and Marketing Communications. Hrsg. Einwiller, Sabine, Wahl, Ingrid. Read more |
| 2024 | Lutzky, Ursula. 2024. Crisis communication at the intersection of responsibility and consumer engagement opportunity In: Communication in Uncertain Times. Hrsg. Einwiller, Sabine, Seiffert-Brockmann, Jens, Romenti, Stefania , Valentini, Chiara. Read more |
| 2022 | Lutzky, Ursula, Kehoe, Andrew. 2022. Using corpus linguistics to study online data In: Research Methods for Digital Discourse Analysis. Hrsg. Camilla Vásquez. Read more |
| 2020 | Lutzky, Ursula. 2020. Digital media and business communication In: The Routledge Handbook of Corpus Approaches to Discourse Analysis. Hrsg. Friginal, Eric, Hardy, Jack A. Read more |
| 2020 | Lutzky, Ursula. 2020. Initiating direct speech in Early Modern English prose fiction and witness depositions In: Speech Representation in the History of English. Hrsg. Grund, Peter J., Walker, Terry. Read more |
| 2019 | Nevala, Minna, Lutzky, Ursula. 2019. Pragmatic explorations of reference and identity in public discourses In: Reference and Identity in Public Discourses. Hrsg. Lutzky, Ursula , Nevala, Minna. Read more |
| 2019 | Lutzky, Ursula, Kehoe, Andrew. 2019. 'Friends don't let friends go Brexiting without a mandate' In: Discourses of Brexit. Hrsg. Veronika Koller, Susanne Kopf and Marlene Miglbauer. Read more |
| 2015 | Lutzky, Ursula. 2015. Quotations in Early Modern English. Witness depositions In: The Pragmatics of Quoting Now and Then. Hrsg. Arendholz, Jenny, Bublitz, Wolfram, Kirner-Ludwig, Monika. Read more |
| 2013 | Lutzky, Ursula. 2013. Early Modern English discourse markers - a feature of female speech? In: Historical Perspectives on Forms of English Dialogue. Hrsg. Mazzon, Gabriella and Fodde, Luisanna. Read more |
| 2012 | Lutzky, Ursula. 2012. Why and what in Early Modern English drama In: Middle and Modern English Corpus Linguistics: a Multi-Dimensional Approach. Hrsg. Markus, Manfred, Iyeiri, Yoko and Heuberger, Reinhard. Read more |
Journal article
| 2024 | Lutzky, Ursula, Ruytenbeek, Nicolas. 2024. “Bravo pour votre incompétence!” Exploring the French-Speaking Customer Service Interactions of Three European Train Operating Companies Online. Read more |
| 2024 | Kehoe, Andrew, Gee, Matt, Lutzky, Ursula. 2024. From pre-owned printers to pristine Porsches: A corpus linguistic analysis of eBay item descriptions. Read more |
| 2023 | Lawson, Robert, Lutzky, Ursula, Kehoe, Andrew, Gee, Matt. 2023. "Sorry to hear you’re going through a difficult time": Investigating online discussions of consumer debt. Read more |
| 2023 | Lutzky, Ursula. 2023. “Doesn’t Really Answer My Question . . .”: Exploring Customer Service Interactions on Twitter. Read more |
| 2022 | Lutzky, Ursula. 2022. The sociopragmatic nature of interjections in Early Modern English drama comedy: From ah to tut. Read more |
| 2022 | Lutzky, Ursula, Lawson, Robert. 2022. Discussing -splain:. Read more |
| 2021 | Lutzky, Ursula. 2021. "You keep saying you are sorry". Exploring the use of sorry in customer communication on Twitter. Read more |
| 2019 | Lutzky, Ursula. 2019. "But it is not prov'd": A sociopragmatic study of the discourse marker but in the Early Modern English courtroom. Read more |
| 2019 | Lutzky, Ursula, Lawson, Robert. 2019. Gender Politics and Discourses of #mansplaining, #manspreading, and #manterruption on Twitter. Read more |
| 2018 | Lutzky, Ursula, Gee, Matt. 2018. 'I just found your blog'. The pragmatics of initiating comments on blog posts. Read more |
| 2017 | Lutzky, Ursula, Kehoe, Andrew. 2017. 'I apologise for my poor blogging': Searching for apologies in the Birmingham Blog Corpus. Read more |
| 2017 | Lutzky, Ursula, Kehoe, Andrew. 2017. "Oops, I didn't mean to be so flippant". A corpus pragmatic analysis of apologies in blog data. Read more |
| 2016 | Lutzky, Ursula, Mazzon, Gabriella, Nevala, Minna, Suhr, Carla. 2016. From fact to fiction: Exploring the potential of pragmatic and stylistic analyses in the history of English. Read more |
| 2016 | Lutzky, Ursula, Kehoe, Andrew. 2016. "Your blog is (the) shit". A corpus linguistic approach to the identification of swearing in computer mediated communication. Read more |
| 2016 | Lutzky, Ursula. 2016. Exploring the characterisation of social ranks in Early Modern English comedies. Read more |
| 2016 | Lawson, Robert, Lutzky, Ursula. 2016. Not getting a word in edgeways? Language, gender, and identity in a British comedy panel show. Read more |
| 2013 | Lutzky, Ursula, Demmen, Jane. 2013. Pray in Early Modern English drama. Read more |
Edited book (editorship)
| 2019 | Lutzky, Ursula, Nevala, Minna. 2019. Reference and Identity in Public Discourses. Read more |
| 2016 | Nevala, Minna, Lutzky, Ursula, Mazzon, Gabriella, Suhr, Carla. 2016. The Pragmatics and Stylistics of Identity Construction and Characterisation. Read more |
| 2007 | Smit, Ute, Dollinger, Stefan, Hüttner, Julia, Kaltenböck, Gunther, Lutzky, Ursula. 2007. Tracing English through Time. Explorations in Language Variation. Read more |