A Design Theory for IT Supporting Online Communities

Spagnoletti, Paolo; Resca, Andrea

doi:10.1109/hicss.2012.54

Cited by 26 publications

(9 citation statements)

References 24 publications

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“…As such, they need to be designed as architectures that provide the users with multiple IT capabilities and applications (Spagnoletti and Resca, 2012). Such architectures must be connected with existing infrastructures (e.g., social networking services) that provide the potential to reach a large number of new users for sharing digital content, collaborating on co-creation of physical or information goods, and enabling collective action within groups that share values and beliefs.…”

Section: Collective Actionmentioning

confidence: 99%

A Design Theory for Digital Platforms Supporting Online Communities: A Multiple Case Study

Spagnoletti

Resca

Lee

2015

Journal of Information Technology

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201

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This research proposes and validates a design theory for digital platforms that support online communities (DPsOC). It addresses ways in which digital platforms can effectively support social interactions in online communities. Drawing upon prior literature on IS design theory, online communities, and platforms, we derive an initial set of propositions for designing effective DPsOC. Our overarching proposition is that three components of digital platform architecture (core, interface, and complements) should collectively support the mix of the three distinct types of social interaction structures of online community (information sharing, collaboration, and collective action). We validate the initial propositions and generate additional insights by conducting an in-depth analysis of an European digital platform for elderly care assistance. We further validate the propositions by analyzing three widely used digital platforms, including Twitter, Wikipedia, and Liquidfeedback, and we derive additional propositions and insights that can guide DPsOC design. We discuss the implications of this research for research and practice.

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Section: Collective Actionmentioning

confidence: 99%

A Design Theory for Digital Platforms Supporting Online Communities: A Multiple Case Study

Spagnoletti

Resca

Lee

2015

Journal of Information Technology

Self Cite

201

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“…This positions organisations as platforms able to generate value in new and unplanned ways (Resca, Za & Spagnoletti, ). In this context, individual and group learning processes can benefit from the exchange of information and peer production of content within online communities of practice across organisational boundaries (Spagnoletti & Resca, ).…”

Section: Introductionmentioning

confidence: 99%

Organisational learning as an emerging process: The generative role of digital tools in informal learning practices

Za¹,

Spagnoletti²,

North‐Samardzic³

2014

Brit J Educational Tech

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Increasing attention is paid to organisational learning, with the success of contemporary organisations strongly contingent on their ability to learn and grow. Importantly, informal learning is argued to be even more significant than formal learning initiatives. Given the widespread use of digital technologies in the workplace, what requires further attention is how digital technologies (eg, massive open online courses-MOOC) enable informal learning processes. Drawing from Complex Adaptive Systems (CAS) theory, in this paper we advance a conceptual model for examining this important topic. The two dimensional matrix and the micro-level description of informal learning activities presented provide a framework for both further research on technology-mediated practices for informal learning, as well as the design of formative contexts for learning to occur

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“…Four publications develop models that highlight processual issues and four other publications describe instantiations that relate to the integration-layer implementing applications. Framework of an ontology-based social media analysis [29] Text mining application for exploring the voice of the customer [30] Data model of data objects of social networks [31] Framework for gathering business intelligence from blogs [32] Social CRM tool framework [33] Method for developing a taxonomy of social media [14] User interface design for Twitter [34] Social media innovation method [35] Social data analytics tool (SODATO) [26] Social CRM framework [36] Web 2.0 factors and value drivers [37] Maturity model for the adoption of social media [38] System dynamics model and word-of-mouth effects [39] Ontology for IS sentiment analysis [13] Enterprise 2.0 management framework [40] Blueprint of an analytical social CRM system [41] Social network data model [42] Customer satisfaction theoretical framework [43] Multimedia platform providing social e-services [27] Social media strategy framework [44] Social app prototypes Legend: not a focus of the publication; focus of the publication…”

Section: Resultsmentioning

confidence: 99%

“…Sentiments, keywords, and topics are extracted from the social text. Spagnoletti and Resca [43] implement a multimedia online platform and highlight that an online-community is a valuable tool for CRM.…”

Section: Integration-layermentioning

confidence: 98%

Social Customer Relationship Management: An Architectural Exploration of the Components

Rosenberger

2015

Open and Big Data Management and Innovation

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Abstract. In the recent years, social media have rapidly gained an increasing popularity. Companies have recognised this development and anticipate advantages from using social media for commercial purposes. Social customer relationship management (CRM) professionalises the use of social media and aims at integrating customers into operational procedures. This induces changes of existing structures, e.g. culture and organisation, business processes, information systems (IS), data structures, and technology. The intended transformation from CRM to social CRM is a complex task, because different aspects are affected, which also are mutually dependent. A prerequisite for the successful implementation of social CRM is understanding these aspects and its dependencies. Separation of concerns is a useful means of addressing complexity. The conglomeration of different issues is dissolved by conceptualising components and its relationships. This paper separates the concerns of social CRM using architectural perspectives and aims at building a better understanding. The research method is a literature review in which artefacts are gathered and assigned to five layers, which are business, process, integration, software, and technology. The conclusion states that social CRM is an emergent research field and comprises a call for more artefacts that concretise abstracted components of the business-layer.

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A Design Theory for IT Supporting Online Communities

Cited by 26 publications

References 24 publications

A Design Theory for Digital Platforms Supporting Online Communities: A Multiple Case Study

A Design Theory for Digital Platforms Supporting Online Communities: A Multiple Case Study

Organisational learning as an emerging process: The generative role of digital tools in informal learning practices

Social Customer Relationship Management: An Architectural Exploration of the Components

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