2015
DOI: 10.1007/978-3-319-25013-7_9
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Conceptualising and Exploring User Activities in Social Media

Abstract: Abstract. A growing number of companies are recognising the benefits of using social media in customer relationship management. At the same time, the consumers' expectations are rising: short response times, individual communication, real interaction with humans, and participation. It is a challenge to observe the many different user activities on many different social media sites. The aim is to reduce the complexity of integrating multiple social media sites with enterprise systems. Therefore, a conceptualisa… Show more

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Cited by 5 publications
(2 citation statements)
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“…There are, in fact, several ontologies developed to account for interactions on social media, situated, for the most part, situated in the context of either semantic web engineering social media data analytics (Mika, 2004). They are focused on providing formalisms that aid the analysis of platform connectivity structures between SNS users (Golbeck & Rothstein, 2008), sentiment analysis (Kumar & Joshi, 2017;Thakor & Sasi, 2015), influence (Razis & Anagnostopoulos, 2014), social network analysis (Pankong et al, 2012), user activities (Rosenberger et al, 2015) and product recommendations on SNS (Villanueva et al, 2016). Additionally, different ontologies draw from practical argumentation theories (e.g., Mann & Thompson, 1988;Toulmin, 1958;Walton, 2006) to account for the argumentation structure in social media conversations (for a survey, see Schneider et al, 2013).…”
Section: Theoretical Frameworkmentioning
confidence: 99%
“…There are, in fact, several ontologies developed to account for interactions on social media, situated, for the most part, situated in the context of either semantic web engineering social media data analytics (Mika, 2004). They are focused on providing formalisms that aid the analysis of platform connectivity structures between SNS users (Golbeck & Rothstein, 2008), sentiment analysis (Kumar & Joshi, 2017;Thakor & Sasi, 2015), influence (Razis & Anagnostopoulos, 2014), social network analysis (Pankong et al, 2012), user activities (Rosenberger et al, 2015) and product recommendations on SNS (Villanueva et al, 2016). Additionally, different ontologies draw from practical argumentation theories (e.g., Mann & Thompson, 1988;Toulmin, 1958;Walton, 2006) to account for the argumentation structure in social media conversations (for a survey, see Schneider et al, 2013).…”
Section: Theoretical Frameworkmentioning
confidence: 99%
“…Consumers can also benefit from companies´social CRM activities, such as through relationship-based benefits, interaction and exchange, and enhanced capacity to exert influence on business activities and processes (Sawhney et al 2005). Examples include product or service discounts, special (e.g., VIP customer) promotions, and accelerated fulfilment of customer support requests (Rosenberger et al 2015).…”
mentioning
confidence: 99%