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An Expert Review of the Social Media Analytics Framework for Citizen Relationship Management

In: Digital Transformation for Sustainability

Author

Listed:
  • Khulekani Yakobi

    (Nelson Mandela University)

  • Brenda Scholtz

    (Nelson Mandela University)

  • Benjamin Wagner Berg

    (University of Applied Science)

Abstract

Social Media Analytics (SMA) has brought new improvement and development opportunities to aid decision-making for government and to support e-governance and smart city projects such as Citizen Relationship Management (CzRM). The purpose of this paper is to report on the expert review interviews conducted to verify the Social Media Analytics Framework (SMAF) for CzRM. This framework was designed based on the Systematic Literature Review (SLR) approach. The expert review consisted of online interviews with five experts from the field of Computer Science and Information Systems (IS). Qualitative Content Analysis (QCA) using Atlas.ti was conducted to organize the data, facilitate coding and identify themes. The findings from the review verified the five components of the framework, which are: Success factors and guidelines for SMA; The research domain of CzRM; The data process phases and methods; Methods and tools for SMA; and Decision-making and Social Media Intelligence (SOCMINT). Future work will further validate the framework through focus group discussions and an extant systems analysis.

Suggested Citation

  • Khulekani Yakobi & Brenda Scholtz & Benjamin Wagner Berg, 2022. "An Expert Review of the Social Media Analytics Framework for Citizen Relationship Management," Progress in IS, in: Jorge Marx Gómez & Maria Rosa Lorini (ed.), Digital Transformation for Sustainability, pages 347-367, Springer.
    • Handle: RePEc:spr:prochp:978-3-031-15420-1_17
    DOI: 10.1007/978-3-031-15420-1_17
    as

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