<i>Welcome Back, We’ve Missed You!</i> Humanized Business Communication in Shop Window Messages during Early 2020-Lockdown

• Main Authors: Kurt Feyaerts, Geertrui Heyvaert
• Format: Article
• Language: English
• Published: MDPI AG 2021-06-01
• Series: Languages
• Subjects: business communication; empathy in discourse; intersubjective construal; communicative ground; business persona; COVID-related marketing strategy
• Online Access: https://www.mdpi.com/2226-471X/6/2/104

This paper focuses on the way in which small and medium-sized businesses in Flanders adapted communication with their customers during the economic lockdown in March–May 2020. It documents, more specifically, how shops tried to maintain, re-establish, or even re-invent communication with their customers during this two-month period. Based on pictures of shop windows in a Flemish city, we analyze the (semi-)commercial messages that appeared in this setting during this period. This analysis adopts an interdisciplinary perspective, in which a cognitive linguistic approach is integrated with analyses and practical advices by marketing agencies. Despite their orientation towards distinct, theoretical and practical goals, both approaches share an analytical interest in mapping participants and their mutual relationship as part of a communicative interaction. In the period of economic lockdown, marketers urged shop owners to ‘humanize’ their business strategy by downplaying content-related issues in favor of maximal social outreach towards customers. Considering this advice, it was hypothesized that under these circumstances participants in commercial transactions would be construed much more prominently, presenting themselves and each other as unprecedented empathetic business personas. Much of our data comply with this expectation, thus providing empirical evidence of a subjectified communicative ground, in which both buyer and seller personas figure with augmented prominence as parts of the object of conceptualization. Messages include, among other things, expressions of empathy, solidarity, combativity, but also creativity and humor thus incorporating a new type of humanized business communication. With respect to the analysis of marketing strategies, the collected data at the same time instantiate and legitimize marketers’ communication advice about humanizing one’s business exchange.