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51 Sandy Kemsley Leveraging Social media for Process Innovation. A Conceptual Framework...59 Peter Trkman and Monika Klun The Role of Enterprise Systems in Process Innovation...
and social media, have come to the fore in recent years, which seems to accelerate the speed of business innovation and transformation.
and social media clearly illustrate the enormous impact of IT on society in terms of enabling competitiveness and welfare (vom Brocke, Debortoli, Mu ller, & Reuter, 2014).
Online platforms, social media, and mobile apps, for example, are used increasingly to technologically support collective efforts to develop new products and services,
Peter Trkman and Monika Klun report on Leveraging Social media for Process Innovation. A Conceptual Framework.
and J. vom Brocke how social media can be used in various phases of business process life cycles to support, for example, the modeling, execution, monitoring and improvement of organizational processes.
The match of business process management and social media A conceptual framework. In J. vom Brocke & T. Schmiedel (Eds.
Business Process Management Journal, 20 (4), 530 548.58 S. Kemsley Leveraging Social media for Process Innovation.
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
and continuity are social media(‘SM), '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 (Kaplan & Haenlein, 2010;
2011) introduce a new paradigm of the life cycle of business processes that enables agile business process management by applying social media in the business process life cycle.
expediting execution and Leveraging Social media for Process Innovation. A Conceptual Framework 61 adding customer value (Dumas, La Rosa, Mendling, & Reijers, 2013;
1) increase awareness of all stakeholders regarding Leveraging Social media for Process Innovation. A Conceptual Framework 63 process modeling and execution,(2) aggregate information, relevant for process modeling by different participants,
and evaluating ideas for process improvement from stakeholders Leveraging Social media for Process Innovation. A Conceptual Framework 65 4. 2 Modeling Phase for External Participants Organizations today strive to be customer-centric
Leveraging Social media for Process Innovation. A Conceptual Framework 67 The acquired feedback during the monitoring phase gives information on the appropriateness of a process and its execution.
while at the same time using SM to infuse flexibility in all phases of a business Leveraging Social media for Process Innovation.
How to use social media to tap the collective genius of your customers and employees. Boston, MA:
Social media marketing: An hour a day. San francisco, CA: Wiley. Fenn, J, . & Raskino, M. 2008).
and other social media are reshaping health care. Health Affairs, 28 (2), 361 368. Heymann-Reder, D. 2011.
Social media marketing. Erfolgreiche Strategien f€ur Sie und Ihr. Mu nchen: Unternehmen. Houy, C.,Fettke, P,
What's different about social media networks? A framework and research agenda. MIS Quarterly, 38 (1), 275.
The challenges and opportunities of social media. Business Horizons, 53 (1), 59 68. Kemsley, S. 2010.
Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons, 54 (3), 241 251.
Kolind, L. 2013. Why organisational charts don't work. Retrieved from http://unboss. com/2013/why-organisational-charts-dont-work/Kolind, L,
Leveraging Social media for Process Innovation. A Conceptual Framework 71 Manfreda, A.,Kovac ic, A s temberger, M. I,
Social media and business process management (BPM) enable customer centricity White paper by Wipro Technologies. Retrieved from http://www. wipro. com/Documents/Social%20mediabpm-Whitepaper. pdf Pereira, N.,Vera, D,
Adoption of social media for internal usage in a global enterprise. Paper presented at the Proceedings of the IEEE 27th International Conference on Advanced Information Networking and Applications (AINA), Barcelona, Spain.
Leveraging Social media for Process Innovation. A Conceptual Framework 73 The Role of Enterprise Systems in Process Innovation Bernd Schenk Abstract Process innovation redefining the way of doing business is of paramount importance for the sustainable success of organizations.
A further subject will be how innovations can be converted from confidence-based to evidence-based models due to affordances of digital infrastructures such as large-scale enterprise software or social media.
or social media) as well as those that exist specifically to create and assist process management and innovation efforts (such as BPM engines, modeling tools
In fifth international AAAI conference on weblogs and social media (pp. 538 541. Barcelona, Spain. Lange, C. F. J.,Dubois, B.,Chaudron, M. R. V,
-organizational business processes, integrating emerging technologies or social media, real-time adaptation to changing workflows to execution context, advanced process analytics results,
and then focus on social media as new technologies. 2. 1 IT Supports Drastic Process Improvements Business process reengineering (BPR) is the ultimate domain of drastic process improvements to create IT-enabled end-to-end processes.
, also through new technologies like social media. Nowadays, social media have gained in importance. Not only do millions of people
(or customers) have an account with one or more of the social media tools like Twitter,
Facebook, Linkedin, Google+,Youtube, Pinterest, etc. but many organizations have jumped also on the social bandwagon,
and try to create value from social media. Since social media make use of Web 2. 0 as a technological platform,
they can be seen as the next step in the Internet evolution (Dachisgroup, 2012; Woodcock, Green, & Starkey, 2011.
Social media use within an organization requires a multi-disciplinary approach, which means that it is limited not to marketing or IT departments.
Social Customer relationship management (social CRM) is the ultimate key domain to illustrate how social media can affect new and existing business processes.
) Regarding existing business processes, feedback or complaints received by means of social media can give insightful input towards adjusting an organization's way of working (i e. business rules and operations.
and found out that already 88%monitor customer feedback and conversations on social media platforms and 64%of respondents collect online feedback and also turn them into process improvements or product improvements.
Social media can also stimulate internal collaboration, for instance by internal networks like Yammer, resulting in a better customer service delivery.
Social media can also facilitate people's involvement from idea generation to the realization of new products and services,
and social media) as an enabler for (redesigning business processes. Particularly the first two key domains still present business processes as being dominated by engineering.
Community relationship management and social media. Database Marketing and Customer Strategy Management, 18 (1), 31 38.
BPM, 54 55 Social collaboration, 52 53,56 Social media, 3, 7, 9, 12,13, 59 70,136, 257,260
In addition to traditional media, a particular feature of the initiative is the central role of social media in promoting the initiative
with social media channels, should be established which contains relevant up-to-date information on services available, along with links to agencies relevant to establishing
Social media should be used to support information sharing. The Forum would like to see more knowledge sharing and less duplication of effort among service providers across all of the State organisations.
This initiative must also use social media channels. 63. The e-Government initiative by the government should look at the various requirements for registering a business in Ireland,
This initiative must also use social media channels. 63. The e-Government initiative by the government should look at the various requirements for registering a business in Ireland,
Significant R&d investments by western countries in long-range technology platforms like robotics, highperformance computing, social media, software, costeffective energy sources and nanobiotechnology could stimulate rapid industry
innovation activities and research projects built peer-to-peer and small scale local social media, building on small community networks.
The IA4SI methodology is based on Cost-benefit analysis, on Multicriteria Analysis and on the Social media ROI. To analyse any changes in CAPS users'attitudes
With the rapid growth of cheap, ubiquitous and powerful tools like the internet, the world-wide-web, social media and smart phone apps, new ways of carrying out social innovation have become possible
External communication is handled mainly by social media (Facebook and Linkedin with Mailchimp for newsletters. ICT is used alongside physical and traditional training workshops,
Many technology trends (such as ambient intelligent space, artificial intelligence and intelligent agents, cloud based services, the semantic web and the internet of things, mobile and mobile apps, social media,
mobile and social media to collect data and organise, increasing civic engagement on issues, community voice and agency-Public lottery fund, many civil organisations, with public & private partners,
donating and volunteering, plus social media-Started in 2008 by 3 grassroots activists in New york, rapidly gained funding from many foundations & other donors, remains civil operated-£740, 000 donated;
and via social media for ensuring transparency to combat corruption, promote discussion and raise awareness alongside a large number of physical and traditional activities in the local community. 46 www. fixmystreet. org 47 www. seeclickfix. com/46 Online
mobile and social media) to create a multidimensional campaign to gather stories and raise awareness of the impact of housing benefit changes in Hackney.
donating and volunteering, plus social media (Facebook, blogs, Twitter, Flickr, Vimeo) for constant updating and following up projects,
The results of a mystery shopping housing exercise and the online impact map were shared through social media
to facilitate social media discussion and to raise awareness. In both cases, ICT is deployed alongside physical and traditional activities,
stories and research findings online and via social media, ICT makes it easier for research findings to be found
to facilitate social media discussion and to raise awareness, and in most cases ICT is deployed alongside physical and traditional activities.
and exchanging homemade food, social media, traditional media-Civil start-up in Greece, small private sponsorship to start in UK, sometimes €4 per meal payments between Cooks and Foodies,
& strengthen social cohesion-Online internet platform and social media for promotion, news, contacts, discussions, advice,
Social media and social communication tools (like Skype) are used also. The ICT operates together with traditional and physical activities
It also uses social media like Facebook, Twitter and Instagram to take pictures of the dishes.
and score the meals provided by the Cooks through the social media which is used also to communicate
Social media enriched healthcare (Health 2. 0)- Health 2. 0 strategies have been formulated and discussed for the past years all over the world.
http://en. wikipedia. org/wiki/Top-level domain 97 projects/organisations will be spread via random networks using social media.
the Internet and social media developing vastly and unpredictably. Patient Briefcase-The case is a good example of successful cooperation between the public and private sectors,
To connect MONDEY with social media in a controlled way is discussed but not yet planned. Strategic and operational considerations related to ICT in social innovation The multi-partner approach is typical for the examples we have reviewed that show characteristics of ICT enabled social innovation.
The impact of polices on government social media usage: Issues, challenges, and recommendations. Government Information Quarterly, 29 (1), 30-40.
Dixon, J. & Keyes, D. 2013) The Permanent Disruption of Social media. Stanford Social Innovation Review, Winter 2013.
How local authorities can use social media to achieve more for less, NESTA, IDEA, 2010. http://www. nesta. org. uk/sites/default/files/local by social. pdf. Golbeck, J.,Grimes, J. M,
A social media framework for local government. A local 2. 0 think piece http://youngfoundation. org/wp-content/uploads/2013/02/Listen-Participate-Transform-A-social-mediaframework-for-local-government-June-2010. pdf Innes, J. E,
Social media use by government: from the routine to the critical. Government Information Quarterly, 29,480-491.
Mota, J. C. and Santinha, G. 2012) Social media and civic engagement: discussing the case of Aveiro, Portugal, in E-governance and social media,
European Journal of epractice, edited by Jeremy Millard and Gwendolyn Carpenter, upcoming 2012: http://www. epractice. eu/node/5331756 accessed 30 april 2012.
A Review of Social media Use in E-Government. Administrative Sciences. Administrative Sciences, 2 (2), 148-161.
Developing the Social media Competences of Community and Voluntary Organizations in New zealand. VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations.
Previously she worked as a journalist and social media manager. Marta graduated in philosophy, studying contemporary aesthetics and politics in the urban context,
'The Collective Awareness Platforms for Sustainability and Social Innovation (CAPS) are ICT systems leveraging the emerging"network effect"by combining open online social media,
which to explore the potential of social media for tackling social challenges. The issue of how to engage people with social innovation as users of the collective awareness platforms must also be a target of CAPS'developments.
DECARBONET and D-CENT work on the modelling of social media data for mining and presenting it in an aggregated way.
DECARBONET, and WIKIRATE are also together in that they aggregate data from different social media sources (such as Facebook, Twitter and emailing systems.
and mobilised by engaging in online dialogues mediated by social media platforms, for example the Arab spring uprisings organised through Facebook,
and 37 empower widespread collective deliberation, social media platforms, as well as the more targeted platforms for e-democracy,
Social networking & Social media Enhancement The confluence of network-centric systems, mobile telecommunications, semantic web and web 2. 0,
and economy by linking it to the Internet of things (Iot), sensor network and cloude services in order to support open online social media and distributed knowledge cocreation thus maximising the network effect,
Greenapes https://www. greenapes. com/en greenapes is a gamified social media platform where you can build your sustainable profile
Media Watch for Climate Change http://www. ecoresearch. net/climate It tracks the latest news and social media coverage on climate change and related issues.
and social media boosts this process. Engagement strategies must provide an incentive to self-report achievements and changes in behaviour.
Unsuccessful experiences, for example, of exploring the potential of social media to reach a goal are not rare:
Social media channels and blogs are also very powerful tools for engaging communities of interest over a longer period of time,
The real-time visualisations of digital content provided by DECARBONET (Figure 9) exemplifies how user-generated information in different social media channels can be used by NGOS
Today, museums are asked to provide services ranging from digitisation and aggregation of digital cultural content, to interactive navigation, culture experiences, lifelong learning, social media and augmented reality applications.
This included counting the number of donations, the amounts raised and the effects of the social media communication campaign.
Index Terms Blended learning, social media, smart phones, informal education, obsolete education. I. INTRODUCTION IBM predicts that in the next couple of years,
The advent of new digital technology and social media is fundamentally reshaping our living and learning.
either traditional television or the new media (including cell phones, ipads, and social media. The average 8-to 10-year-old devotes approximately 8 hours a day to a variety of different media contents,
and one-third send more than 100 per day. 3 Teenagers mostly access social media sites from cell phones. 4 They are also avid multitaskers,
Digital technologies and social media allow students to learn from each other in informal settings anywhere and anytime
The unwillingness of administrators to adapt is estimated to be the main obstacle to incorporating more digital and social media tools into classrooms.
Advocates of social media in the classroom claim that social media tools can ignite students'curiosity and ingenuity, exposed them to content experts and real-world examples of classroom lessons,
Digital and social media tools can also support students to develop technological skills; to be creative;
Its mission control centre for social media demonstrates the potential of social business, putting social media literally at the centre of the way the company approaches marketing.
Gatorade created the Gatorade Mission Control Centre-a room that sits in the middle of the marketing department of its headquarters in Chicago
Using Consumer Segmentation and Social media to Drive Market Growth The impact of digitisation on marketing,
Using Consumer Segmentation and Social media to Drive Market Growth-Tesco PLC (2012. Tesco Homeplus expands number of virtual stores.
and by cloud and social media applications, are being used for new business models. These changes are having a massive impact at the very heart of our economy.
52 7. 4. 3 Social media...53 7. 4. 4 Mobile phones learning on the go...53 7. 5 Certification...
mobile phones, social media, and the game industry. For today's youth this signals an opportunity, if the right steps are taken.
and social media, and the applications-apps-that run on them, is one of the biggest economic and technological phenomena today.
community mapping and social media tools are offering new ways that young people can play a role in smart energy-efficient economic growth,
The popularization of Web 2. 0, social media, mobile apps, and other ICT advancements have changed dramatically the playing field.
and receive feedback Can use social media for different collaborative purposes Attitude examples Is willing to share
managing online identity print digital images electronic marketing social media skills: blogging, social media management basic understanding of search engine optimization (SEO) 135 Technology management:
picking the right management information system (MIS) ability to assess rapidly changing technology tools integrating technology tools into business operations software updates data security
In the education sector, students enrolled in MOOCS are found to collaborate through social media and Meetups161 from their own locales across the world.
ICTS and social media have brought down the barriers to collaboration and openness. 162 With these barriers removed,
See more at www. meetup. com/.162 Clay Shirky, The Political Power of Social media, Foreign affairs 90,
thus becoming a fertile ground for innovation and creation. 167 Ranging from video games to repositories to open courseware to social media,
Innovative ICT solutions for youth employment 53 7. 4. 3 Social media Social media are used extensively for learning as well.
people who enrol in MOOCS take advantage of both online social media tools and applications such as Meetup to organize face-to-face study sessions at a local coffeehouse, library,
Innovative ICT solutions for youth employment 63 and have driven the explosive expansion of social media and other web 2. 0 applications.
The Political Power of Social media. Foreign affairs 90, no. 1 (2011): 28 41. Sondergaard, Lars, and Mamta Murthi.
innovation activities and research projects built peer-to-peer and small scale local social media, building on small community networks.
The IA4SI methodology is based on Cost-benefit analysis, on Multicriteria Analysis and on the Social media ROI. To analyse any changes in CAPS users'attitudes
Previously she worked as a journalist and social media manager. Marta graduated in philosophy, studying contemporary aesthetics and politics in the urban context,
'The Collective Awareness Platforms for Sustainability and Social Innovation (CAPS) are ICT systems leveraging the emerging"network effect"by combining open online social media,
which to explore the potential of social media for tackling social challenges. The issue of how to engage people with social innovation as users of the collective awareness platforms must also be a target of CAPS'developments.
DECARBONET and D-CENT work on the modelling of social media data for mining and presenting it in an aggregated way.
DECARBONET, and WIKIRATE are also together in that they aggregate data from different social media sources (such as Facebook, Twitter and emailing systems.
and mobilised by engaging in online dialogues mediated by social media platforms, for example the Arab spring uprisings organised through Facebook,
and 37 empower widespread collective deliberation, social media platforms, as well as the more targeted platforms for e-democracy,
Social networking & Social media Enhancementthe confluence of network-centric systems, mobile telecommunications, semantic web and web 2. 0,
and economy by linking it to the Internet of things (Iot), sensor network and cloude services in order to support open online social media and distributed knowledge co-creation thus maximising the network effect,
Greenapes https://www. greenapes. com/en greenapes is a gamified social media platform where you can build your sustainable profile
Media Watch for Climate Change http://www. ecoresearch. net/climate It tracks the latest news and social media coverage on climate change and related issues.
and social media boosts this process. Engagement strategies must provide an incentive to self-report achievements and changes in behaviour.
Unsuccessful experiences, for example, of exploring the potential of social media to reach a goal are not rare:
Social media channels and blogs are also very powerful tools for engaging communities of interest over a longer period of time,
The real-time visualisations of digital content provided by DECARBONET (Figure 9) exemplifies how user-generated information in different social media channels can be used by NGOS
000 votes for the proposal, primarily through social media campaigning. If successful the proposal is brought before parliament for a debate and vote.
and organise crisis data from a variety sources, such as social media, sensors or even quasi-real-time data.
social media, crowdsourcing, crowdfunding, big data, machine learning, 3d printing, online learning and e-petitions. The main technological trends in DSI 0100 200 300 400 Arduino Smart Citizen Kit Fairphone Safecast OPEN NETWORKS Tor Confine Guifi. net Smart
streams of data from interviews to social media into a central repository capable of giving a‘big picture'of European DSI that can provide strategic recommendations for the EC.
Social media have brought about fast changes in how people communicate with each other, but also in how they relate to the public sphere.
What's more, trends in demography, community and social media, poverty, the environment health and wellbeing,
yy Embracing creative disruption from technology (the pervasive use of social media, mobility, big data, cloud computing packaged in new digital government offerings;
ii) a cross-platform social media application to provide eco-feedback and engage citizens in games with a purpose;
, are ICT systems leveraging the emerging‘network effect'by combining open online social media distributed knowledge creation and data from real environments(‘Internet of things')in order to create new forms of social innovation.
Outreach to participants also happens through social media, the Europe Direct Centre, radio announcements, etc. The dialogues centred around the question What kind of Europe do we want?
fuelled in social media. yy The economic crisis in Europe. has done the European union enough to solve the crisis?
registration and social media) are announced in the language of the Member State, while a live broadcast of the event can be viewed on the website.
The nature of innovation has changed dramatically over the past decade due to globalisation, the widespread diffusion of ICT, the Internet and the rise of social media, the emergence of new global innovators such as China
and understand the DSI community through events, workshops, social media blogs and articles. Highlights of activities include 640 organisations with 695 projects mapped on www. digitalsocial. eu;
The nature of innovation has changed dramatically over the past decade due to globalisation, the widespread diffusion of ICT, the Internet and the rise of social media, the emergence of new global innovators such as China, Brazil and India,
and www. digitalsocial. eu sites) 16 Social media+other Media outreach Twitter@Digi si. The twitter account has proven an effective channel for both engaging new organisations
Where possible we connected also by telephone or via social media. Given the focus on digital collaboration
Social media In addition to continuing our ongoing work on engaging DSI organisations via twitter we will more actively tap in to
and that have become stronger by means of intensely using social media and civic digital platforms. 28 4. 4 Macro analysis of communities In this section,
good practices Lack of visibility of datasets Apps'discovery problem Internal conflicts in governments Smart citizens Citizens Intermediary organizations providing structure Project-based Use of social media
and between initiatives Lack of awareness Lack of skills Open democracy Political activists Organizations Evangelists Distributed Use of social media platforms Lack of interconnection among groups Table 6 Macro level
In this respect, social media networks play a significant role. They are a great place for developers to learn from colleagues
No matter the type of initiative, social media platforms play an outstanding role as a way of organizing
One final example is the use of social media platforms. The nature of government decision and policy making problems (that increasingly become wicked problems) necessitate stakeholders'participation and consultation,
and the web 2. 0 social media can play an important role in this direction, and enable the application of crowdsourcing ideas in the public sector. However,
the collection of a large amount of citizen-generated content from various social media on a particular decision
some may be more informal (such as movements that revolve around different social media platforms. Also, Wikipedia refers to specific initiatives/activities such as town hall meetings, opinion polls,
Participation in such projects is facilitated usually by specific participation platforms, wikis, social media, and blogs. Legislation is another significant tool that is used by governments.
One of the primary problems facing the mapping of an open-ended field such as DSI is how to direct the multiple diverse streams of data from interviews to social media into a central repository capable of giving a big picture of European
including its social media presence (500+twitter followers). In addition to the research we will work with the European commission on developing a sustainability plan for the DSI website
and say that social media give them the access to their world that would once have been associated with cars.
and engagement work across social media and community channels to spread the survey and the crowd-mapping exercise.
and digital services adopted by DSI activities such as social networking, social media, crowdsourcing, crowdfunding, big data, machine learning, 3d printing, online learning,
One of the primary problems facing the mapping of an open-ended field such as DSI is how to direct the multiple diverse streams of data from interviews to social media into a central repository capable of giving a big picture of European
According to the IPTS, the most urgent need is certainly for new metrics to address the emergence of new social media,
://thus signalling they are secure pages. 64 The site is integrated well with other social media platforms,
To achieve its goals Fairphone is created as an open platform using mainly social media; anyone can step in
using only social media for marketing. The Fairphone team sees this as a unique achievement, as this means 25,000 people were willing to buy a phone that has not been produced yet from a company that has produced never a phone before,
and marketing solely through social media. Every step in the development process every decision the company makes,
and significant social media attention as well (the platform has more than 8, 000 Twitter followers and 3000 Facebook likes).
just as social media and networks such as Twitter, Facebook, Flickr and Youtube are a crucial part of launching,
To gain 50,000 votes broad campaigning on social media and beyond is required, needing directed energy from many people.
or request items from people in their neighbourhood online, via the Peerby website, their mobile or social media channels.
The history of Safecast is very much one of global network of people using social media and open tools to come together around a common cause.
Spread information via Social media: While Geiger counters make it possible to produce narratives of nuclear risk as numbers,
Volunteer Geiger counter users and social media users among others are necessary to produce specific type of nuclear risk knowledge.
Social media: Social media has helped Safecast in two main ways. It was through Twitter that many of the first connections were made between the original founders and developers of Safecast.
Building on this, it is through social media channels such as Twitter that Safecast publish their findings.
Engagement through visualisation and apps: Finally, Safecast visualizes measurement data on the Safecast Map in six coloured layers.
Building on this, one case study of Safecast from researchers at University of southern california describe how the collaboration around Safecast through 195 social media
and hardware as well as social media has been instrumental in the success of Safecast. In addition to this, it can be argued that the success of the network was a combination of the identified unmet need,
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