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Leveraging Social Media for Process Innovation. A Conceptual Framework

In: BPM - Driving Innovation in a Digital World

Author

Listed:
  • Peter Trkman

    (University of Ljubljana)

  • Monika Klun

    (University of Ljubljana)

Abstract

Business processes management should not be a one-off activity and processes need to be continually modelled, executed, monitored and improved; stakeholders need to be aptly involved in each of these activities. Potentials for achieving this lie in social media, as an increasingly popular option in the digital world with which to involve the creativity and opinions of various stakeholders from both within and outside an organization. Yet, it is still not well researched how companies can harness the various benefits for using social media to better involve both employees and customers in various phases of the business process life cycle. We propose a conceptual framework that enables the classification of various types of social media use (e.g. within organization or with customers) and provide examples for each type.

Suggested Citation

  • Peter Trkman & Monika Klun, 2015. "Leveraging Social Media for Process Innovation. A Conceptual Framework," Management for Professionals, in: Jan vom Brocke & Theresa Schmiedel (ed.), BPM - Driving Innovation in a Digital World, edition 127, pages 59-73, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-14430-6_5
    DOI: 10.1007/978-3-319-14430-6_5
    as

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