Process-related value propositions of enterprise social media use for the external communication with end consumers

Abstract

Purpose The purpose of this paper is to identify process-related value propositions in terms of process execution when using enterprise social media (ESM) for external communication purposes. Additionally, capabilities of ESM technologies to realize the value propositions are identified. Design/methodology/approach A literature review of case studies, describing ESM usage for external communication purposes, is performed. Further, face-to-face interviews with employees from companies are conducted to complement the findings retrieved from the literature. Findings It is shown that manifold process-related value propositions for different business processes can be realized by ESM application for external communication purposes. However, certain value propositions and the corresponding capabilities of ESM technologies are particularly emphasized. Research limitations/implications This research is different from existing studies about ESM usage because an explicit perspective on business processes is taken. Therefore, the findings contribute to the existing body of knowledge of beneficial ESM usage. Analyzing the literature and interview transcripts underlies a certain amount of subjectivity, a circumstance addressed by engaging two researchers in the coding procedure. Practical implications Practitioners discussing potentials of ESM application are provided with concrete hints as to which business processes will most likely profit from the use of social technologies for the external communication with customers. Originality/value This paper contributes to a better understanding of the beneficial impact of social technologies on business processes and thus prepares the ground for a better alignment of ESM and processes. An extensive overview of value propositions for a company’s business processes has so far not been compiled in this form.

Prosumers’ Engagement in Business Process Innovation – The Case of Poland and the UK

“…The results lend themselves to being converted into guidelines to inform business strategic design, especially in using the proposed framework to address the four operational processes in which prosumers' engagement can be notably used for creating prosumers' process innovations. Our results are convergent with Johannsen's (2018) results which focused on using enterprise social media technologies for external communication purposes. The author's results show that the value propositions for business processes were largely reported for the "operating processes" of the APQC framework.…”

How to improve employee satisfaction and efficiency through different enterprise social media use

“…Discussion 5.1 Key findings First, the results showed that private social media used for both work-and social-related motivations positively affects employee job satisfaction, while enterprise social media used only for social-related motivations can contribute to employee job satisfaction. Most previous studies separately tested the effect of private social media in organizations (Tajudeen et al, 2018;Zha et al, 2018), the effect of enterprise social media in organizations (Li et al, 2015;Lu et al, 2015;Luo et al, 2015) or studied enterprise social media use as a single dimension (Johannsen, 2018;Leidner et al, 2018). Few scholars have jointly examined how different social media platforms used for different motivations may affect employee outcomes.…”

Classification of Tweets Causing Deadlocks in Jakarta Streets with the Help of Algorithm C4.5

“…It is a unifying interdisciplinary engineering field of machine learning, concept patterns, statistics, databases, visualization, and neural networks classification in one of the Data Mining Techniques [9][10][11]. Classification and prediction are two forms of data analysis that can be used to extract models that describe important data classes or to predict future data trends [12]. This is not a hotel category label (class), a predictive model of continuous content function [13,14].…”