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In: The Massachusetts review: MR ; a quarterly of literature, the arts and public affairs, Volume 42, Issue 3, p. 441-451
ISSN: 0025-4878
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In: The Massachusetts review: MR ; a quarterly of literature, the arts and public affairs, Volume 42, Issue 3, p. 441-451
ISSN: 0025-4878
In: New media & society: an international and interdisciplinary forum for the examination of the social dynamics of media and information change, Volume 26, Issue 9, p. 5554-5572
ISSN: 1461-7315
In early 2017, a journalist and search engine expert wrote about "Google's biggest ever search quality crisis." Months later, Google hired him as the first Google "Search Liaison" (GSL). By October 2021, when someone posted to Twitter a screenshot of misleading Google Search results for "had a seizure now what," users tagged the Twitter account of the GSL in reply. The GSL frequently publicly interacts with people who complain about Google Search on Twitter. This article asks: what functions does the GSL serve for Google? We code and analyze 6 months of GSL responses to complaints on Twitter. We find that the three functions of the GSL are: (1) to naturalize the logic undergirding Google Search by defending how it works, (2) perform repair in responses to complaints, and (3) boundary drawing to control critique. This advances our understanding of how dominant technology companies respond to critiques and resist counter-imaginaries.
In: Citation: Goldenfein, J. & Griffin, D. (2022). Google Scholar – Platforming the scholarly economy. Internet Policy Review, 11(3). https://doi.org/10.14763/2022.3.1671
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In: Military Affairs, Volume 32, Issue 2, p. 85
In: HELIYON-D-22-14577
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