Developing the Dimensions of a Social Content Management Framework

Ahmad, Wan Azlina; Mukhtar, Muriati; Yahya, Yazrina

doi:10.18517/ijaseit.8.5.6520

Cited by 6 publications

(8 citation statements)

References 28 publications

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“…The results of this deliberations were presented in details in previous research [14]. The factors obtained were participation, strategic implication, operant resource, operand resource, integration, content lifecycle, service platform, strategy, governance, strategic managerial aspect, and service ecosystem.…”

Section: Introductionmentioning

confidence: 99%

Developing and Validating an Instrument for Social Content Management

Ahmad

Mukhtar

Yahya

2020

Int. J. Adv. Sci. Eng. Inf. Technol.

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Social content is important for successful innovation of services. To successfully leverage the value of social content, they need to be properly managed. To achieve this, factors that contribute to social content management must be identified and subsequently validated. In this article, eleven factors that impact upon social content management are highlighted. Taking into consideration the fact that social content management is still an evolving field of study, validation of these factors was done by employing the Delphi technique. Research had indicated that there are several different versions of the Delphi technique, and some researchers have criticized the method as non-rigorous. Thus, in this paper, it is highlighted that this issue could be tackled if the questionnaire instrument used to assess the expert's opinion is developed by adhering to a rigid protocol. Embedded in this rigid protocol, are two measures of validity used which are the content validity ratio (CVR), and the mean of CVR, namely the content validity index (CVi). A total of 86 items are submitted for evaluation and based on the CVR value and comments from the content evaluation panel members, all items are acceptable, with minimal adjustments. The CVi measure returned a value of 0.99, which shows that the factors and the whole questionnaire are accepted. The questionnaire with the validated content could be used as an instrument to validate the factors that are affecting the management of social content. It is hoped that the factors would assist the organization in managing the social content effectively.

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Section: Introductionmentioning

confidence: 99%

Developing and Validating an Instrument for Social Content Management

Ahmad

Mukhtar

Yahya

2020

Int. J. Adv. Sci. Eng. Inf. Technol.

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“…Social content needs to be managed accordingly so that meaningful insights could be obtained from them. These insights could lead to new value offerings and innovative services from the organisations [7][8][9][10].…”

Section: Introductionmentioning

confidence: 99%

“…The elements and factors could be a guide in defining the social content and social content management from the perspective of service science. Hence, studies by [9,10] explained the elements and factors as in Figure 1. From Figure 1, the essential elements in managing social content are "actor", "resource integration", "service exchange", "institution and institutional arrangement" and "service ecosystem".…”

Section: Introductionmentioning

confidence: 99%

Defining social content and social content management: Service science perspective

Ahmad

Mukhtar

Yahya

2020

IJEECS

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<p>Social media enables unlimited open interactions between organisations and customers. Social content resulting from social media interactions are of immense value and could be beneficial to both organisations and customers. Well managed social content could be used as a basis for producing service innovations offered by the organisations. However, the meaning of social content and its definition is not clearly articulated in the literature. This led to an equally limited meaning of social content management. In this regard, this article proposed that the definition of social content and social content management should be developed from the service science perspective. This is necessary to capture the essential facet of social interactions, that of value co-creation. Both definitions are developed through a triangulation process namely, literature review and a series of interviews with experts. With the proposed definition of social content and social content management, it is hoped that it would enhance the understanding of both concepts thus leading to a more effective way of managing social content.</p>

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“…Apart from that, the DART model, which emphasises on the components of engagement platform, experience domain and also a capable ecosystem heading towards co-creation of value and outcomes of all actors involve [10]- [12]. The DART model has similarity with the process in content lifecycle which is the factor under the service exchange [13].…”

Section: Introductionmentioning

confidence: 99%

“…Detailed explanations of the framework in Fig.1 is stated in earlier research by [13] and [14]. Briefly, Fig.…”

Section: Introductionmentioning

confidence: 99%

Evaluating the Applicability of a Social Content Management Framework: A Case Analysis

Ahmad¹,

Mukhta²,

Yahya³

2018

ijacsa

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Social media platform plays an important role in engaging customers. The social content resulting from social media interactions between the organisations and the customers need a proper management. Therefore, in this work, a framework for social content management is introduced to support the management of social content. This framework is developed based on two main concepts. The first is the existing concepts that are present in content management, whilst the second concept is derived from the theory of service science. This approach is adopted to cater for existing concepts in enterprise content management, that are relevant to social content management and also to cater for the concept of value cocreation which forms the basis of engagement between the organisations and the customers. The applicability of the proposed social content management framework needs to be evaluated in order to determine the extent of its applicability in practical situations. Therefore, the main focus of this article is to report the usability of the proposed framework against the practices of the government agencies of Malaysia in managing the social content. The evaluation method used is based on the score of system usability scale. The results from the evaluation revealed that the proposed framework is usable and is deemed practical to be used in organisations.

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Developing the Dimensions of a Social Content Management Framework

Cited by 6 publications

References 28 publications

Developing and Validating an Instrument for Social Content Management

Developing and Validating an Instrument for Social Content Management

Defining social content and social content management: Service science perspective

Evaluating the Applicability of a Social Content Management Framework: A Case Analysis

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