Gavin Brookes

Just plain Wronga? A multimodal critical analysis of online payday loan discourse

ABSTRACT Payday loans constitute one of the most rapidly expanding and controversial forms of consumer lending today. Payday lending – the selling of high-interest, short-term credit – has thrived following the decline of the traditional high street banking system and the reluctance of many mainstream credit services, following the 2007/2008 Global Financial Crisis, to lend to low-income earners. This study examines the website of the industry leader in the UK, Wonga, a payday lender which recently rebranded and relaunched itself (in 2015) after being embroiled in a series of financial scandals. Our analysis centres on the new Wonga website, the gateway to its financial services, and identifies three inter-related discursive strategies through which the lender, in the wake of its financial misconduct, seeks to present itself as a reputable financial service provider, namely by (1) constructing the empowered and responsible borrower, (2) destigmatising both its service provision and its prospective customers, the payday borrower, and (3) minimising the consequences and risks associated with payday borrowing. Collectively, these strategies constitute an artful response by Wonga to the changing legislative and socioeconomic contexts in which it and other payday lenders now operate, permitting it to continue marketing and selling its high-interest rate financial services.

What does patient feedback reveal about the NHS? A mixed methods study of comments posted to the NHS Choices online service

Objective To examine the key themes of positive and negative feedback in patients’ online feedback on NHS (National Health Service) services in England and to understand the specific issues within these themes and how they drive positive and negative evaluation. Design Computer-assisted quantitative and qualitative studies of 228 113 comments (28 971 142 words) of online feedback posted to the NHS Choices website. Comments containing the most frequent positive and negative evaluative words are qualitatively examined to determine the key drivers of positive and negative feedback. Participants Contributors posting comments about the NHS between March 2013 and September 2015. Results Overall, NHS services were evaluated positively approximately three times more often than negatively. The four key areas of focus were: treatment, communication, interpersonal skills and system/organisation. Treatment exhibited the highest proportion of positive evaluative comments (87%), followed by communication (77%), interpersonal skills (44%) and, finally, system/organisation (41%). Qualitative analysis revealed that reference to staff interpersonal skills featured prominently, even in comments relating to treatment and system/organisational issues. Positive feedback was elicited in cases of staff being caring, compassionate and knowing patients’’ names, while rudeness, apathy and not listening were frequent drivers of negative feedback. Conclusions Although technical competence constitutes an undoubtedly fundamental aspect of healthcare provision, staff members were much more likely to be evaluated both positively and negatively according to their interpersonal skills. Therefore, the findings reported in this study highlight the salience of such ‘soft’ skills to patients and emphasise the need for these to be focused upon and developed in staff training programmes, as well as ensuring that decisions around NHS funding do not result in demotivated and rushed staff. The findings also reveal a significant overlap between the four key themes in the ways that care is evaluated by patients.

“Our biggest killer”: multimodal discourse representations of dementia in the British press

ABSTRACT A recent (2016) Office for National Statistics report stated that dementia is now “the leading cause of death” in England and Wales. Ever fixated with the syndrome (an unfailingly newsworthy topic), the British press was quick to respond to the bulletin, consistently headlining that dementia was the nation’s “biggest killer,” while (re)formulating other aspects of the report in distorting and emotive metaphorical terms. In this paper we examine how the media, through use of a recurring set of linguistic and visual semiotic tropes, portrayed dementia as an agentive entity, a “killer,” which remorselessly attacks its “victims.” Such a broadly loaded and sensationalist representation, we argue, not only construed dementia as a direful and pernicious disease, but also, crucially, obscured the personal and social contexts in which the syndrome is understood and experienced (not least by people with dementia themselves). This intensely lurid type of representation not only fails to address the ageist misinformation and common misunderstandings that all too commonly surround dementia, but is also likely to exacerbate the stress and depression frequently experienced by people with dementia and their families.

‘This is England, speak English!’: a corpus-assisted critical study of language ideologies in the right-leaning British press

ABSTRACT This article examines right-leaning press representations of people living in the UK who can’t speak English, or at least speak English well, following the 2011 Census, which was the first to ask respondents about their main language and proficiency in English. The analysis takes a corpus-assisted approach to critical discourse analysis, based on a 1.8 million-word corpus of right-leaning newspaper articles about ‘speak(ing) English’ in the years following this historic Census (2011 to 2016). The analysis reveals the tendency for the press to focus on immigrants – particularly in the contexts of education and health – who are represented with recourse to a series of argumentation strategies, or ‘topoi’. Over the course of this paper, we argue that these topoi are problematic, as they present paradoxes, obscure the role of the Government in ensuring integration, overlook the difficulties of language learning and cultural assimilation, and generally contribute to a broader anti-immigrant UK media narrative which serves to legitimise exclusionary and discriminatory practices against people from minority linguistic and ethnic backgrounds.

The discourse of alternative credit : a multimodal critical examination of the Cash Converters mobile app

Following the 2007/2008 Global Financial Crisis, recent times have seen the continuing rise of high interest, so-called fringe economy financial services, including payday lenders, cheque cashing services and pawnbrokers. In this chapter, Brookes and Harvey critically examine the mobile app of the world’s largest pawnbroker, Cash Converters, exposing the subtle but powerful multi-semiotic techniques through which this fringe economy service provider promotes its high interest services to the credit poor. All told, their analysis emphasises the utility of a critical multimodal approach for exposing how the discourse surrounding fringe economy services targets the needy and vulnerable.

Examining the Discourse of Mental Illness in a Corpus of Online Advice-Seeking Messages

In recent years corpus linguistic tools have afforded language researchers and health practitioners a powerful method to learn about the linguistic character of health-related communication in a variety of contexts. This chapter charts recent developments in the burgeoning field of corpus-based health communication research and presents a series of studies which aptly illustrate the utility of corpus linguistic techniques for undertaking in-depth, quantitative and qualitative examinations of health-related language data. The overarching argument of this chapter is one in favour of the use of corpus linguistic techniques, which, we argue, are capable of providing revealing insights about how people conceptualize and discursively construct their subjective experiences and understandings of health and illness.