Gary Graham is a Lecturer in Service Operations at the University of Leeds, UK. He is the author of 30 internationally refereed research papers, a co-investigator on 6 EPSRC/ESRC grants and is regularly invited to leading management conferences to present his research. Anita Greenhill is Senior Lecturer and Programme Director for the Masters in Management degree at Manchester Business School, UK. She is the author of more than 60 internationally refereed research papers, and regularly comments on the policy and social implications of digital change in the North of England. Donald Shaw is an American journalism historian, theorist, author, retired U.S. Army Reserve officer, and writer who taught 46 years at the School of Journalism and Mass Communication. He also has been visiting professor at six other universities and has lectured at more than 20 universities in the United States and abroad. Chris J. Vargo is an Assistant Professor of Public Relations at The University of Alabama, USA. He specializes in the use of computer science methods to investigate social media using theories from the communication and journalism disciplines.