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kaplan and haenlein classification of social media

Efficient Capital Markets: A Review of Theory and Empirical Work Author(s): Eugene F. Fama Source: The Journal of Finance, Vol. This study was primarily focused on European companies offering IT services. 0000007350 00000 n 0000007870 00000 n The challenges and opportunities of Social Media 3.1. The above criteria are used by the authors of the present study. Holtzblatt et al. A conversation with the executive officers of local branches resulted in the agreement that they would send out a anonymous survey with a cover letter to the addresses of other companies, members of their group, which means that this research was done on a random sample. In Proceedings of the 6th international symposium on Wikis and open collaboration, 2010; p. 5 doi: 10.1145/1832772.1832780. 'NdV$.3(d aw@&F Only in this way, KIBS become able to adapt their own expertise and knowledge to the demands of those who need their services [42, 43]. 0000010547 00000 n

This practice is recognized in SM [90], where it should be used to unite the power of sharing and the wisdom of the crowd. 0000001682 00000 n WebWhich of the following factors are used by Kaplan and Haenlein to classify social networks for marketers? It is precisely this disagreement with earlier studies, which all demonstrate a great importance of this SM element, why a unanimous answer cannot be provided to the question of what might be the cause of such findings.

The obtained results should help company managers recognize and exploit only those among a large number of SM options that will help establish efficient KM processes. 25, No. The focus on one industry has been recognized in other studies [78] and has proven to be a good choice in situations where the aim is to identify and evaluate the impact of the attributes that can be specific for the industrys structures, or when the aim is to eliminate the factors with the less important impacts on attributes. In the context of studying this topic from an international perspective, in future research, it would be interesting to analyze companies outside one particular geographical area.Since this study is based on data that reflect the perceptions of respondents within a time interval, it can serve as a basis for future research that would observe the time dynamics of the progress in the use of SM, or that would monitor their contribution to business performance thanks to KM. The SEM presented the potential dependencies between the variables, which are predefined by the hypotheses. However, the importance of this activity for an efficient KM has been confirmed. Kietzmann et al. 0000003031 00000 n Many authors If information about your clients reputation is also neglected, while information on employees' contributions is monitored, this is associated with a high KM importance to the quality of service (Node 10), whereas if information on employee contribution is not monitored, it may be related to a poorer KM support for quality of service (Node 11). [59], see SM as a reputation channel, through which it is possible to present the reputation of a company or personnel potential. The concept of Social Media is top of the agenda for many business executives today. 2015, Knowledge Management a way to gain a competitive advantage in firms (evidence of manufacturing companies), International letters of social and humanistic sciences, The role of knowledge-oriented leadership in knowledge management practices and innovation, Obeidat BY, Al-Suradi MM, Masadeh RE, Tarhini A, The impact of knowledge management on innovation: An empirical study on Jordanian consultancy firms, Knowledge management driven firm performance: the roles of business process capabilities and organizational learning, Knowledge management, social media and employee creativity, International Journal of Hospitality Management.
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In addition, given that the sample was not large and it consisted only of European companies offering IT services. This paper aims to synthesize research and findings on the content of MOOCs utilization in the educational process and to contribute to a better scientific understanding of MOocs and other edtech tools such as Kahoot, Google Documents, TitanPad and Etherpad, as they can be used in real conditions to improve educational technology. Social media is a network of internet facilities that is on the technological and ideological foundation of web 2.0. which provides space for the development of user-changeable content (Kaplan & Haenlein, 2010). Starting from the above-mentioned position, for the purposes of this study, 7 client activities in SM were defined within the scope of the SM category of Visibility.

S. Kot, M. Tan, L. Dragolea.

0000011904 00000 n The other two SM elements of Visibility and Editability have an impact on the quality of the IT services exclusively by mediating of KM. The concept of Social Media is top of the agenda for many business executives today.

The greatest importance is determinedfor those activities through which clients provide information on their business intentions, which is in line with the findings of Krkkinen et al. Models are proposed that show how organizations can be designed to meet the information needs of technology, interdepartmental relations, and the environment to both reduce uncertainty and resolve equivocality.

[52], suggest a more relevant and flexible framework for determining where it is possible to carry out self-assessment of the quality of IT services. 0000021842 00000 n The Integration of Social Media into Corporate Processes.

0000064007 00000 n WebThe Use of Social Media Supporting Studying.

However, SEM models have a substantial flaw, since if important hypothesis on dependency is omitted from the model, it will not be detected. Editability represents the ability to strategically edit information about yourself and/or your company in order to invite a targeted response from other users, while association is the possibility of using SM for the purposes of networking and sharing resources with other system users. H\j0~ Sales, BD, Partnerships @ Alchemy | Prev.

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Chua and Banerjee [55] state that KM (through knowledge creation and sharing) can serve as an intermediary between SM and branding and SM and innovative performances. 1) Self-Disclosure 2) Media Richness Which of the following is superior in According to the model, the importance of information on the contribution of employees in client companies (b1) for KM model is only 20%, information on the IT services and solutions used by clients (b4) accounts for around 12%, while information on the behaviour of employees and experts during project implementation (b3) has an importance of 7%. Applied to the context of Social Media, we assume that a rst classication can be made based on the richness of the medium and the degree of social presence it This viewpoint provides insights to anyone who is interested in researching consumer use of social media or using social media in a managerial context, and will 0000002621 00000 n

169: 2009: The system can't perform the operation now. However, this method does not detect causal relationships between variables (to what extent the change of one variable causes the change of another) but only how important an input variable is to determine the value of the target variable. 0000006213 00000 n [77] surveyed engineers and managers of IT companies and found that online social connectivity mediates the effect of their personal innovativeness on creativity, while the social knowledge management does not mediate that effect. In the context of service quality, Stewart and Waddell [43] proved a direct dependence between KM and the quality management of services provided to users, as was also demonstrated later by Scarso and Bolisani [34]. WebAccording to Kaplan and Haenlein's classification of social networks, LinkedIn is higher in _____ than in ____. Articles 120.

The nodes of a tree-like graph generated in such a way are leaves corresponding to individual classes (where the purity of a data set corresponding to a leaf does not have to be 100%, but only of a satisfactory degree of homogeneity). Taking into account the findings of previous studies and the goals of this study, it is proposed to test to what extent collection, creation, storage and sharing of knowledge impact the quality of KIBS. 1 Comment les nouveaux types de donnes fournis par les mdias sociaux doivent-ils tre analyss et cela requiert-il de nouvelles approches fondamentalement diffrentes? More specifically, when it comes to the quality of IT services, the authors of the previously conducted studies agree that the quality of IT servicesis determined by its value to the supplier, as well as by its value to the client [44, 49, 50].

In other words, KM has an intermediary effect for these two SM activities.

This qualitative case study focuses on the uses of social media (Kaplan & Haenlein 2010) and an element of propaganda (Pedro 2011; Troianovski 2014; U.S. Department of Defense 2010) classification of designated activities, the terms influence operations and psychological

%PDF-1.4 % The results of the conducted analysis show that building efficient KM that will include the necessary information about those clients available on SM depends on how much importance companies attach to SM opportunties and SM client activities. As for the other two SM elements (visibility and editability), no direct importance to the quality of service was identified for them, although a very strong importance toKM was established. Secondly, we examine to what extent KM functions can be relevant in attaining the quality of IT services. In addition, it is possible that, by attaching greater importance to storing knowledge, companies tend to reduce the organizational costs of retrieving, creating and sharing knowledge. WebThe classification of Kaplan and Haenlein uses two dimension-pairs: the rich- ness of the medium and the degree of social presence; on the other hand, they consider self-presentation and self-disclosure as a differentiating factor regarding The result obtained by analyzing the direct importance of individual activities to the KM support of the services quality shows that the set of activities by which clients show their user experience are the most important.

u @5KD[:i*BT)8} +N0d_)HG6q5wR8q Z&R!4#OKo9Z:Z:Z]C6[5n-nkZqG6"v*;j {jZ{t*j-:US:"E]Oi=Us Considering the focus of the research, during the pilot study, these companies highlighted what types of SM they use to gather information about clients, their behavior, experiences, needs, as well as information needed for business ideas and innovations, ie improving the quality of service. The challenges and opportunities of Social Media Andreas M. Kaplan *, Michael Haenlein publique, F-75011 Paris, France ESCP Europe, 79 Avenue de la Re KEYWORDS Social Media; User Generated Content; Web 2.0; Social networking sites; Virtual worlds 0000008787 00000 n Consumers who once might have voiced their dissatisfaction with a firm to a few friends and acquaintances are now constructing Web sites to tell the world about their dissatisfaction. The first part was used to examine the significance of 20 SM activities (grouped into four SM benefitsvisibility, persistence, editability and association) for KM elements.

4a7- Information that highlights the reputation of the client company. The site is secure.

2d2- Information on sharing knowledge and the experience of clients with others. 1) Self-Disclosure 2) Media Richness Which of the following is superior in terms of its time to delivery and ability to be altered? Before Model 1 shows that all 4 SM elements add to the importance of SM to KM (as confirmed by the hypotheses H1-H4), with Visibility accounting for 45% of this contribution, Editability for 31%, Association for 18% and Persistence for only 6%. 0000008974 00000 n Abstract Social media are a group of mobile and web applications which enable the creation and exchange of user-generated content. In the following entry, the term social media is defined and diffe Social Media - Kaplan - Major Reference Works - Wiley Online Library Skip to Article Content Skip to Article Information

An empirical study of luxury fashion brand, KM critical success factors: a comparison of perceived importance versus implementation in Malaysian ICT companies, Amin M, Yahya Z, Ismayatim WFA, Nasharuddin SZ, Kassim E, Service quality dimension and customer satisfaction: An empirical study in the Malaysian hotel industry, Assessment of service quality in the hotel industry, Journal of Quality Assurance in Hospitality & Tourism, Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model), International Journal of Academic Research in Business and Social Sciences, Torres EN, Adler H, Lehto X, Behnke C, Miao L (2013), One experience and multiple reviews: the case of upscale US hotels, Drivers of E-business diffusion in tourism: a decision tree approach, Journal of Theoretical and Applied Electronic Commerce Research, Assessment of employees perceptions of service quality and satisfaction with e-business, International Journal of Human-Computer Studies, Information technology resource, knowledge management capability, and competitive advantage: The moderating role of resource commitment, International Journal of Information Management, Correlations between external knowledge and the knowledge chain as impacting service quality, Journal of Retailing and Consumer Services, A classification tree approach to identify key factors of transit service quality, Knowledge-worker productivity: The biggest challenge, The knowledge-creating company: How Japanese companies create the dynamics of innovation, Developing a knowledge management strategy for the Arab world, The Electronic Journal of Information Systems in Developing Countries, The assessment of the intellectual capital impact on the value creation process: a decision support framework for top management, International Journal of Management and Decision Making, Rethinking Knowledge Management. 0000003029 00000 n the overall quality of knowledge. The DT method can only determine whether, due to the mediator effect, the importance of a factor has diminished or disappeared.

The findings offered by Tseng [23] show that collected external knowledge is an important factor in improving the quality of services.

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association through SM [70, 71]. The information about client business intention (a5), has the highest importance for KM (45% of the importance of all activities), but has no direct relevance to the quality of IT services. L\ W$=XcXeV @Qe'!$ hbbf`b`` e~ 82 35

0000013626 00000 n Table 1: Classification of social media by richness and self-disclosure Source (Kaplan & Haenlein, p. 62) An important indicator of the importance of the rule is the number of cases covered by the rule. Review of empirical research on knowledge management practices and firm performance. In addition, this study fills a gap in the literature by examining European companies offering knowledge-based services and providing relevant findings to other researchers whose studies are focused on knowledge and technology. After reviewing 36 empirical studies on the importance of KM to small and medium-sized companies, Durst and Edvardsson [32] suggest that the number of functions in the KM process and how they are labeled is not important. In Model 3, the greatest importance tothe quality of IT services is exerted by knowledge storage, which is at about 46%, followed by knowledge sharing with about 31% of the overall contribution, while knowledge acquisition (15%) and knowledge creation (8%) have smaller contribution (thus confirming the hypothesis H5). 0000019164 00000 n While social media are now changing the way people obtain and share information, the concept of this means of communication has not been clearly defined, but is related to its decentralised nature. For this reason, IT companies should integrate these two client activities within the framework of a common formal KM process, which will contribute to their more efficient impact on the quality of service.

Dr. Bill Hutchinson founded the Journal of Information Warfare 15 years ago, and the staff of the JIW wanted to bring him back so that this publication could focus on its original intent namely to deliver high quality, highly technical papers on cutting edge IW and Cyber Warfare topics. Interactive impact analysis has shown that efficient knowledge storage leads to increased service quality regardless of whether other KM functions are efficient. Although it was shown that the SM element Visibility has the largest single importance toKM, the analysis of the interactive impacts of SM elements shows that one strong single importance is not sufficient for companies to build efficient KM.

0000009494 00000 n In this sense, the SEM method is more efficient for identifying mediator and moderator relationships because it can be determined exactly how much the effect of a factor is reduced or becomes statistically insignificant with the mediation of another factor. With respect to social presence and media richness, It has been found that the SM element of persistence has the strong direct importance tothe quality of IT services, while the SM element of association has a significantly lowerimportance.

0000018642 00000 n When the contributions of all the attributes are calculated they are, then, scaled by values from 1 to 100. In addition, in order to strengthen global competition, the EU, through a number of technological policies, emphasizes the need to strengthen the European IT industry, among other things, through the quality of services provided by these companies. All the possible binary divisions of the initial set of data by the values of the attributes are generated for each attribute. Shared resources and experiences can be a rich source of information on customer satisfaction, their experience in working with a delivered IT solution, etc.

However, when it comes to clients needs for information on the technologies and services they use (d5), targeted, edited information about clients (c1), as well as information about the exchange of knowledge and the experience of clients with others (d2), which were recognized as important activities related to the quality of IT services in the companies under consideration, KM does not appear as an intermediary.

Taking into account the differences between companies depending on the type of customers, it seems justifiable to expect that future studies will lead to findings that will, in the light of the potential of SM, contribute to better understanding of the differences between B2B and B2C.