kaplan and haenlein classification of social media
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. 
Information Science and Knowledge Management, Knowledge management and organizational learning, In Knowledge management and organizational learning, Empirical study on influence of critical success factors on ERP knowledge management on management performance in high-tech industries in Taiwan, Edvardsson, Knowledge management in SMEs: a literature review, Impact of organizational learning and knowledge management factors on e-business adoption, Trust in knowledge exchanges between service providers and clients: a multiple case study of KIBS, Examining the shareholder wealth effects of announcements of newly created CIO positions, Knowledge management using information technology: Determinants of shortterm impact on firm value, The impact of e-commerce announcements on the market value of firms, Knowledge transfer processes in IT outsourcing relationships and their impact on shared knowledge and outsourcing performance, What we should know about knowledge-intensive business services, Project-based organizations, embeddedness and repositories of knowledge, The role of KIBS in the IC development of regional clusters, User satisfaction with microblogging: Information dissemination versus social networking, Journal of the Association for Information Science and Technology, Knowledge Management: The fundamental component for delivery of quality, Measures that matters: service quality in IT service management, International Journal of Quality and Service Sciences, Rondovi B, Cerovi J, urikovi T, Melovi B, The Importance Of Observing The Difference In Website Evaluations Obtained From Different Perspectives, International Journal for Quality Research, Evaluating IT outsourcing customer satisfaction and its impact on firm performance in Korea, International Journal of Technology Management, Zeithaml VA, Parasuraman A, Berry LL, Berry LL, Delivering quality service: Balancing customer perceptions and expectations, Are knowledge intensive business services really co-produced? Furthermore, social media is available on mobile and web-based 15.5% of total cases. In practice, this would mean that the analyzed companies should strive to recognize these two SM elements, in order to use them to increase customer involvement in creating the desired value of their offer. The process of the induction of the tree occurs in three steps: Thus, a tree-like model is generated, whose paths from the root to the leaves represent the classification if-then rules, which show the interactive impact of the attributes on the corresponding target class. 0000018642 00000 n
[22] provide evidence that KM can be treated as an intermediary between the capability of IT resources and the companys acquisition of a competitive advantage. Bethesda, MD 20894, Web Policies It can be concluded that to achieve good KM support for IT service quality, monitoring the need of clients for information on the technologies and services they use and examining the previous contribution of their employees on SM is of crucial importance. A classification scheme for social media is presented by classifying them into six different groups: collaborative projects, blogs and microblogs, content The main goal of KM is to enable a process that will contribute to the transformation of a large quantity of individual knowledge (available from different sources) into organizational knowledge. Building on the previous findings, the following hypothesis, H5, was defined with the sub-hypotheses H5.1-H5.4. Author links open overlay panel Andreas M. Kaplan, Michael Haenlein. The performance of classification models is most often assessed on the basis of the accuracy of the classification. However, it was also established that for a certain number of client SM activities that have a direct importance tothe quality of service, KM plays no intermediary role. In Proceedings of the 2008 ACM conference on Computer supported cooperative work, 2008; 711720 doi: 10.1145/1460563.1460674, Corporate self-presentation on the WWW: Strategies for enhancing usability, credibility and utility, Corporate Communications: An International Journal, How does social software change knowledge management? 8600 Rockville Pike In that sense, it was first necessary to investigate which SM possibilities and activities (which influence KM) have a direct importance toservice quality (hypotheses H6a-H9a in S1 Appendix). IT companies should implement these two types of information in the form of formal KM processes, i.e. 82 0 obj
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The existing literature fails to identify to which extent the utilization of social media could be relevant for increasing the effectiveness of knowledge management, in respect to overall business operations. 
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Thus, for example, in Node 3, the low importance of SM to KM occurs in about 91% of cases, while only in 9% of cases is SM highly important to KM, and in 91% of cases, the importance of Visibility is always assessed as high. Our CAGE Code is 68PP4: our DUNS # is 96-6658028, and we have an approved DCAA accounting system. The SM element of persistence has the strongest direct individual impact on service quality. 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. 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 For the purposes of this research, an analysis was conducted for 71 companies that provide IT services and operate within Europe. 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. It is possible that the plethora of content that users leave visible on SM in some way distracts attention from content that is historical in character, and we must not exclude the possibility that the companies analysed belong to what might be termed as passive audience as regards the use of information offered by this SM element; this is a category which was has also been identified in previous research [65]. Model 6 shows that, with the influence of KM elements, the importance of Persistence in relation to the quality of IT services decreased from 71% to 17%, while the significance of Association dropped from 29% to 19%, which means that KM is a significant intermediary between these SM elements and service quality in the IT companies under consideration (as confirmed by the hypotheses H7 and H9). Computer Science. The literature offers empirical evidence that effective KM practice serves to enhance innovative performance [78, 79], the quality of business processes [5], employee creativity growth [6], the dynamic capabilities of the company and overall business performance [80]. PDF Unlike previous studies that have mainly dealt with the identification of SM elements and activities, this study, to the best knowledge of the authors, is the first to reveal the relationships between them and the process of establishing effective KM, as well as between KM functions and service quality assessment. Sigala and Chalkiti [6] emphasize that visibility in SM through socialization, externalization and internationalization contributes to the quality of the KM process, which is reflected in the creativity of employees. Storing and collecting knowledge about clients, regardless of the lack of exchange of information with clients via SM, companies associate with a high impact of KM on the quality of service (Node 6). 0000003446 00000 n
A classification scheme for social media is presented by classifying them into six different groups: collaborative projects, blogs and microblogs, content communities, social networking sites, virtual games (MMORPGs), and social worlds. Model 4 shows that Persistence (71%) and Association (29%) have a direct importance to IT service quality (as confirmed by the hypotheses H7a and H9a). Model 5 examines which SM activities are important toIT service quality (hypotheses H6a.1-H6a.7, H7a.1-H7a.7, H8a.1, H9a.1-H9a.5), Model 6 evaluates the importance of SM offers to IT service quality in interaction with KM elements (hypotheses H6b-H9b). L\ W$=XcXeV @Qe'!$ 0000002240 00000 n
Collecting knowledge as a function of total KM helps the company identify, acquire and, if necessary, accumulate knowledge [81]. 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. 0000009220 00000 n
Therefore, when building efficient KM, special attention should be paid to the formalization of information related to this activity. The fact that knowledge is recognized as an asset without which companies could not gain a competitive advantage, better performance, greater innovation, and so on, [25] does not necessarily imply that there is a better understanding of KM within companies [26, 27], which, in practice, leads to a series of problems manifested through poor teamwork quality, an overreliance on formal internal (often individual) knowledge, and the use of inappropriate technology in the processes of collecting, creating, storing and sharing knowledge [28]. 0000006598 00000 n
For this reason, in order to test the importance of the SM factor of editability, the hypothesis H3 was defined, with the sub-hypothesis H3.1 shown in S1 Appendix. Social media are defined as a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content (Kaplan and Haenlein 2010, p. 61). 0000005899 00000 n
The primary aim of this paper is to give a comprehensive overview of social media marketing solutions which can be used by companies. Agreeing with those authors who have recognized a lack of studies in quality self-evaluation [20, 19], this study aims to specifically investigate to what extent SM activities in the analyzed companies, that is, the engagement of SM that functions as KM are able to contribute to the quality of IT services. According to the available literature, usage of SM appears to be a welcome solution because of its openness, availability, andsomething that is most important from the perspective of KIBSthe fact that they are designed in such a way as to allow for and even encourage customer participation [12, 13]. Classification of Social Media by social presence/media richness and self-presentation/self-disclosure 3. The rest of the paper is structured as follows. 0000007268 00000 n
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 Social media are defined as a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation The results reveal that IBEX 35 companies consider of great relevance their corporate profiles on social media, as well as their frequent updating and professionalized management, and the respondents understand the conversational nature of social networks, although, they are using these channels mainly for informative goals. 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. WebKaplan and Michael Haenlein define social media as "a group of Internet-based applications that are built on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content (Kaplan, & Haenlein, 2010). 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%. The impact of knowledge management capabilities and supplier relationship management on corporate performance, International Journal of Production Economics, Knowledge absorptive capacity and innovation performance in KIBS, Models of knowledge and systems of governance, Value creation and value co-creation in professional business services: a challenge in digital environment, Franco-Riquelme JN, Lemus-Aguilar I, Ordieres-Mer J KIBS Innovative Entrepreneurship Networks on Social Media. The research model, the development of the hypotheses, and an explanation of the implementation of the survey and the Decision Tree Model are presented in the third section, while in the fourth section the hypotheses are tested; this is followed by a discussion in the fifth section. These four elements of KM were specifically chosen, because, as noted by Liu [42], KIBS are characterized by the fact that services are provided on the basis of knowledge collected and generated by their employees and then, thanks to their interaction with clients, shared and stored for future use. The first node of the tree (the root) represents the SM element of Visibility, and the branches represent the assessment of the importance of Visibility (to the left is a branch encompassing those scores lower than 6.5 and to the right a branch showing those with a score equal to or higher than 6.5). Since knowledge is a collective good [10], it is clear that adequate mechanisms should be provided to facilitate access to both collective information and knowledge. 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. An official website of the United States government. Guided by this idea, in their study on the USA, Bharati et al. Fig 3 shows the intermediary effect of KM between SM and IT SQ as well as the hypotheses that were confirmed. 0000013604 00000 n
Definition and classification The .gov means its official. There was not confirmed direct relationship between the quality of IT services and the very important activities of SM clients related to their future plans. 0000003532 00000 n
WebTerjemahan kata HAENLEIN dari bahasa indonesia ke bahasa inggris dan contoh penggunaan "HAENLEIN" dalam kalimat dengan terjemahannya: Menurut Kaplan dan The obtained results suggest that in order to offer better IT services, it is not enough for the company to collect and generate valuable knowledge, but that it is also necessary to attach importance to knowledge storage. Information on cooperation and knowledge sharing with others via SM can also contribute to increasing the quality of service. However, causality between the predictor and the target variable cannot be discussed when interpreting the results (see clarification in S3 Appendix). 0000004673 00000 n
More specifically, Web 1.0 is a network of connected allows social media evolution (Kaplan & Haenlein, 2010: 61). HTn0+UD4&q7Hk==2e[vHJvQ(t7o8n1/UZqBAgzti|=Z7#f]q4:'L{$OPXmnh~}yJa([xl\$Nst\[_;c*q_T3RhR8o*Xrq^h:LSeF^|0r{C,!UboU:#Ud'su Netnography is ethnography adapted to the study of online communities. 0000003421 00000 n
government site. In addition, it is believed that these companies could be representative for this analysis, because they better understand SM elements and can implement KM management tools more easily than other companies [15]. Kaplan A.M., Haenlein M. (2010), Users of the world, unite! The areas which could be calculated with existing social media platforms are reviewed, general idea about obtainable predictors and systems of prediction are drawn, and problems and probable potential research scopes are discussed. This study describes the rapid growth of UCC and its increasing role in worldwide communication, and draws out implications for policy. 0000003031 00000 n
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