IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v41y2018icp33-49.html
   My bibliography  Save this article

Where the shoe pinches: Realizing dominant problems as an organizational social media business profile evolves

Author

Listed:
  • Chung, Alexander Q.H.
  • Andreev, Pavel
  • Benyoucef, Morad
  • Duane, Aidan
  • O’Reilly, Philip

Abstract

When managed properly, social media has been shown to provide clear benefits to organizations. However, social media mismanagement can lead to undesirable situations. This study aims to identify and examine problems associated with social media as its use by an organization evolves. We identify such problems by surveying Canadian organizations. Survey participants were asked to rate the severity of the problems faced by their organization as their social media business profile (SMBP) evolves. Our findings reveal two waves of problems occurring where severity levels increase through the evolution of the SMBP. The most prominent problems are failure to develop metrics for measuring returns on investment and failure to translate data into actionable insights, both of which are related to analytics. We also show that larger organizations tend to experience more strategic problems, while organizations of the service sector experience more severe problems. In identifying the types of problems that emerge and when to expect them during SMBP evolution, this study enables practitioners to anticipate and develop plans that mitigate such problems and to harness the full potential of social media.

Suggested Citation

  • Chung, Alexander Q.H. & Andreev, Pavel & Benyoucef, Morad & Duane, Aidan & O’Reilly, Philip, 2018. "Where the shoe pinches: Realizing dominant problems as an organizational social media business profile evolves," International Journal of Information Management, Elsevier, vol. 41(C), pages 33-49.
    • Handle: RePEc:eee:ininma:v:41:y:2018:i:c:p:33-49
    DOI: 10.1016/j.ijinfomgt.2018.03.003
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401217305960
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijinfomgt.2018.03.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Sinan Aral & Chrysanthos Dellarocas & David Godes, 2013. "Introduction to the Special Issue ---Social Media and Business Transformation: A Framework for Research," Information Systems Research, INFORMS, vol. 24(1), pages 3-13, March.
    2. Zoltan Kenessey, 1987. "The Primary, Secondary, Tertiary And Quaternary Sectors Of The Economy," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 33(4), pages 359-385, December.
    3. Anonymous, 2013. "Introduction to the Issue," Journal of Wine Economics, Cambridge University Press, vol. 8(2), pages 129-130, November.
    4. Chung, Alexander Q.H. & Andreev, Pavel & Benyoucef, Morad & Duane, Aidan & O’Reilly, Philip, 2017. "Managing an organisation’s social media presence: An empirical stages of growth model," International Journal of Information Management, Elsevier, vol. 37(1), pages 1405-1417.
    5. Effing, Robin & Spil, Ton A.M., 2016. "The social strategy cone: Towards a framework for evaluating social media strategies," International Journal of Information Management, Elsevier, vol. 36(1), pages 1-8.
    6. Rohit Aggarwal & Ram Gopal & Ramesh Sankaranarayanan & Param Vir Singh, 2012. "Blog, Blogger, and the Firm: Can Negative Employee Posts Lead to Positive Outcomes?," Information Systems Research, INFORMS, vol. 23(2), pages 306-322, June.
    7. Weinberg, Bruce D. & Pehlivan, Ekin, 2011. "Social spending: Managing the social media mix," Business Horizons, Elsevier, vol. 54(3), pages 275-282, May.
    8. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    9. Paul M. Gangi & Allen C. Johnston & James L. Worrell & Samuel C. Thompson, 0. "What could possibly go wrong? A multi-panel Delphi study of organizational social media risk," Information Systems Frontiers, Springer, vol. 0, pages 1-20.
    10. Anonymous, 2013. "Introduction to the Issue," Journal of Wine Economics, Cambridge University Press, vol. 8(3), pages 243-243, December.
    11. James C. Ward & Amy L. Ostrom, 2006. "Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 33(2), pages 220-230, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Aladwani, Adel M. & Dwivedi, Yogesh K., 2018. "Towards a theory of SocioCitizenry: Quality anticipation, trust configuration, and approved adaptation of governmental social media," International Journal of Information Management, Elsevier, vol. 43(C), pages 261-272.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chung, Alexander Q.H. & Andreev, Pavel & Benyoucef, Morad & Duane, Aidan & O’Reilly, Philip, 2017. "Managing an organisation’s social media presence: An empirical stages of growth model," International Journal of Information Management, Elsevier, vol. 37(1), pages 1405-1417.
    2. Natalia Levina & Manuel Arriaga, 2014. "Distinction and Status Production on User-Generated Content Platforms: Using Bourdieu’s Theory of Cultural Production to Understand Social Dynamics in Online Fields," Information Systems Research, INFORMS, vol. 25(3), pages 468-488, September.
    3. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    4. Ajaya Kumar Swain & Ray Qing Cao, 2019. "Using sentiment analysis to improve supply chain intelligence," Information Systems Frontiers, Springer, vol. 21(2), pages 469-484, April.
    5. Ravneet Singh Bhandari & Ajay Bansal, 2018. "A Comparison of Psychological and Socio-economic Factors Affecting Individual User’s Social Media Behaviour," FIIB Business Review, , vol. 7(2), pages 126-134, June.
    6. Ashish K. Rathore & Arpan K. Kar & P. Vigneswara Ilavarasan, 2017. "Social Media Analytics: Literature Review and Directions for Future Research," Decision Analysis, INFORMS, vol. 14(4), pages 229-249, December.
    7. Wu He & Feng-Kwei Wang, 2016. "A process-based framework of using social media to support innovation process," Information Technology and Management, Springer, vol. 17(3), pages 263-277, September.
    8. Neirotti, Paolo & Raguseo, Elisabetta & Paolucci, Emilio, 2016. "Are customers’ reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning," International Journal of Information Management, Elsevier, vol. 36(6), pages 1133-1143.
    9. Delalić, Elma & Turulja, Lejla & Bajgorić, Nijaz, 2019. "Social Media in the Workplace: To Allow It or Not to Allow It?," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2019), Rovinj, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 12-14 September 2019, pages 449-458, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    10. Lin, Xiaolin & Kishore, Rajiv, 2021. "Social media-enabled healthcare: A conceptual model of social media affordances, online social support, and health behaviors and outcomes," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    11. Muhammed Kursad Ozlen, 2021. "Managers’ Attitude and Organizational Culture for Social Media Use in Supply Chain Efficiency and Responsiveness," Journal of Accounting and Management Information Systems, Faculty of Accounting and Management Information Systems, The Bucharest University of Economic Studies, vol. 20(3), pages 477-493, September.
    12. Torres de Oliveira, Rui & Indulska, Marta & Steen, John & Verreynne, Martie-Louise, 2020. "Towards a framework for innovation in retailing through social media," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    13. Stephen Nabareseh & Eric Afful-Dadzie & Petr Klimek, 2018. "Leveraging Fine-Grained Sentiment Analysis for Competitivity," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 1-20, June.
    14. Bertschek, Irene & Kesler, Reinhold, 2022. "Let the user speak: Is feedback on Facebook a source of firms’ innovation?," Information Economics and Policy, Elsevier, vol. 60(C).
    15. Vasile-Daniel Păvăloaia & Elena-Mădălina Teodor & Doina Fotache & Magdalena Danileţ, 2019. "Opinion Mining on Social Media Data: Sentiment Analysis of User Preferences," Sustainability, MDPI, vol. 11(16), pages 1-21, August.
    16. Emanuela Jurietti & Andreina Mandelli & Morana Fudurić, 2017. "How do virtual corporate social responsibility dialogs generate value? A case study of The Unilever Sustainable Living Lab," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 24(5), pages 357-367, September.
    17. Dong, Xueyan & Wang, Tienan, 2018. "Social tie formation in Chinese online social commerce: The role of IT affordances," International Journal of Information Management, Elsevier, vol. 42(C), pages 49-64.
    18. Cao, Xiongfei & Yu, Lingling, 2019. "Exploring the influence of excessive social media use at work: A three-dimension usage perspective," International Journal of Information Management, Elsevier, vol. 46(C), pages 83-92.
    19. Nigam, Nirjhar & Benetti, Cristiane & Johan, Sofia A., 2020. "Digital start-up access to venture capital financing: What signals quality?," Emerging Markets Review, Elsevier, vol. 45(C).
    20. Oliana SULA & Tiit ELENURM, 2018. "Comparing Online Social Networks Ties as Tool for Entrepreneurial Learning Readiness in Small Economies," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 22(3), pages 62-74.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ininma:v:41:y:2018:i:c:p:33-49. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/international-journal-of-information-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.