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Towards a conceptual framework for managing social media in enterprise online communities

Published: 07 February 2012 Publication History

Abstract

Enterprise online communities exist as vendor-hosted platforms to bridge customers, business partners, and employees to co-create values by supporting business objectives and client goals. Unfortunately, establishing online presence through the use of a community platform is no longer sustainable in this hyper-social world, as minimal competitive advantage can be achieved without continuous strategic planning. In an effort to break through the barriers inherent with growing online communities, we investigated the impact of emergent social media as a strategic enabler for attracting, fostering and sustaining community members. We developed a social media maturity model aimed at evaluating the extent of social media usage in an online community. This paper presents our continuing research on the proposed maturity model which is composed of 8 success clusters: communication; collaboration; personalization; externalization; governance; monitoring; technology; and, platform support. Preliminary results are discussed to reveal the utility of the proposed model and future research.

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Cited By

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  • (2016)Autonomous and InterdependentProceedings of the 2016 CHI Conference on Human Factors in Computing Systems10.1145/2858036.2858415(4286-4297)Online publication date: 7-May-2016
  • (2013)Towards a Maturity Model for the Adoption of Social Media as a Means of Organizational InnovationProceedings of the 2013 46th Hawaii International Conference on System Sciences10.1109/HICSS.2013.561(3067-3076)Online publication date: 7-Jan-2013

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  1. Towards a conceptual framework for managing social media in enterprise online communities

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    cover image ACM Other conferences
    iConference '12: Proceedings of the 2012 iConference
    February 2012
    667 pages
    ISBN:9781450307826
    DOI:10.1145/2132176

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    Association for Computing Machinery

    New York, NY, United States

    Publication History

    Published: 07 February 2012

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    Author Tags

    1. knowledge management
    2. maturity models
    3. online communities
    4. social information systems
    5. social media

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    iConference '12: iConference 2012
    February 7 - 10, 2012
    Ontario, Toronto, Canada

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    View all
    • (2016)Autonomous and InterdependentProceedings of the 2016 CHI Conference on Human Factors in Computing Systems10.1145/2858036.2858415(4286-4297)Online publication date: 7-May-2016
    • (2013)Towards a Maturity Model for the Adoption of Social Media as a Means of Organizational InnovationProceedings of the 2013 46th Hawaii International Conference on System Sciences10.1109/HICSS.2013.561(3067-3076)Online publication date: 7-Jan-2013

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