Conceptualising and Exploring User Activities in Social Media
ISBN
978-3-319-25013-7
Type
conference paper
Date Issued
2015-10-13
Author(s)
Editor(s)
Janssen, Marijn
Mäntymäki, Matti
Hidders, Jan
Klievink, Bram
Lamersdorf, Winfried
van Loenen, Bastiaan van
Zuiderwijk, Anneke
Abstract
A growing number of companies are recognising the benefits of using social media in customer relationship management. At the same time, the consumers' expectations are rising: short response times, individual communication, real interaction with humans, and participation. It is a challenge to observe the many different user activities on many different social media sites. The aim is to reduce the complexity of integrating multiple social media sites with enterprise systems. Therefore, a conceptualisation of user activities in social media is presented. A user activity is a cross-over of an action invoked on an object and a user who acts in a certain context. The 40 user activity types are compared with actual features of ten social media sites. We find out that a substantial share of them can be integrated technically using the social media site's Application Programming Interfaces (APIs).
Language
English
Keywords
social media
user activities
conceptualisation
integration
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Open and Big Data Management and Innovation
Publisher
Springer
Publisher place
Cham
Volume
9373
Start page
107
End page
118
Pages
12
Event Title
14th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2015
Event Location
Delft, Netherlands
Event Date
13.-15.10.2015
Subject(s)
Division(s)
Eprints ID
246206