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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...
such as mobile and real-time technologies, the Internet of things, big data analytics, and social media, have come to the fore in recent years,
and social media clearly illustrate the enormous impact of IT on society in terms of enabling competitiveness and welfare (vom Brocke, Debortoli, Muâ 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 â€oeleveraging Social media for Process Innovation. A Conceptual Frameworkâ€.
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 fâ ur Sie und Ihr. Muâ 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.,Kovacë icë, A.,SË 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 thus new business processes. Particularly, forums, communities, contests and polls can stimulate customer collaboration
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.
100,106 Smartphone-based monitoring, 86 Smart processes, 23,25 Social BPM, 54†55 Social collaboration, 52†53,56 Social media, 3
3. 3 Cultural Changes 4 Smarter Processes 5 Summary References Leveraging Social media for Process Innovation.
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,
R&d investments is likely to continue through the end of the decade. •Significant R&d investments by western countries in long-range technology platforms like robotics, high-performance computing, social media, software,
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
G#5v 7004 Social media 0#6#social media Social media G#5v 7005 Social network G#6v 7006 Facebook
0#7#facebook Facebook G#6v 7007 Linkedin 0#7#linkedin Linkedin G#6v 7008 Social network
internet, the world-wide-web, social media and smart phone apps, new ways of carrying out social innovation have become possible
mainly by social media (Facebook and Linkedin with Mailchimp for newsletters. ICT is used alongside physical and traditional training workshops, mentoring, brainstorming and general
social media, and augmented and virtual reality) are enabling us to better contextualise our physical interactions with people, things and places. 33 For example, the so-called †geoweb†of data
social media to collect data and organise, increasing civic engagement on issues, community voice and agency
plus social media -Started in 2008 by 3 grassroots activists in New york, rapidly gained funding from many foundations & other donors, remains civil
and via social media for ensuring transparency to combat corruption, promote discussion and raise awareness alongside a large number of
website, mobile and social media) to create a multidimensional campaign to gather stories and raise awareness of the impact of housing benefit changes in Hackney.
volunteering, plus social media (Facebook, blogs, Twitter, Flickr, Vimeo) for constant updating and following up projects, people and places.
the online impact map were shared through social media and used by other organisations to supplement their own findings.
social media discussion and to raise awareness. In both cases, ICT is deployed alongside physical and traditional activities,
online and via social media, ICT makes it easier for research findings to be found and accessed by
to facilitate social media discussion and to raise awareness, and in most cases ICT is deployed alongside physical and traditional
and exchanging homemade food, social media, traditional media -Civil start-up in Greece, small private sponsorship to start in UK
-Online internet platform and social media for promotion, news contacts, discussions, advice, manuals and starter kit
Social media and social communication tools (like Skype) are used also. The ICT operates together with traditional and physical activities, such as workgroups and
It also uses social media like Facebook, Twitter and Instagram to take pictures of the dishes.
the meals provided by the Cooks through the social media which is used also to communicate and create a community
x Social media enriched healthcare (Health 2. 0)- Health 2. 0 strategies have been formulated and discussed for the past years all over the world.
projects/organisations will be spread via random networks using social media. That is likely to lead to additional awareness, de-stigmatisation, more clicks, etc. †in the best case the approach or at least
the Internet and social media developing vastly and unpredictably x Patient Briefcase-The case is a good example of successful cooperation between the public and private
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 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
How local authorities can use social media to achieve more for lessâ€, NESTA, IDEA 2010. http://www. nesta. org. uk/sites/default/files/local by social. pdf
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 media
-framework-for-local-government-June-2010. pdf Innes, J. E, . & Booher, D. E. 2004). Reframing public participation:
Social media use by government: from the routine to the critical. Government Information Quarterly, 29,480-491
A Review of Social media Use in E-Government. Administrative Sciences. Administrative Sciences, 2 (2), 148-161
journalist and social media manager. Marta graduated in philosophy, studying contemporary aesthetics and politics in the urban context,
social media, distributed knowledge creation and data from real environments "Internet of things")in order to create awareness of problems and possible solutions
condition with 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
work on the modelling of social media data for mining and presenting it in an aggregated way.
data from different social media sources (such as Facebook, Twitter and emailing systems Online Deliberation†From Group-Based to Large-scale
mobilised by engaging in online dialogues mediated by social media platforms, for example the Arab spring uprisings organised through Facebook,
empower widespread collective deliberation, social media platforms, as well as the more targeted platforms for e-democracy, provide unstructured conversations where data is not
Social networking & Social media Enhancement The confluence of network-centric systems, mobile telecommunications, semantic web and web 2. 0,
services in order to support open online social media and distributed knowledge co -creation thus maximising the network effect, using sharing to support social innovation
It tracks the latest news and social media coverage on climate change and related issues. The dashboard provides interactive means to access this repository,
users must influence others, and social media boosts this process Engagement strategies must provide an incentive to self-report achievements and changes
the potential of social media to reach a goal are not rare: the difference between'reach'and
Social media channels and blogs are also very powerful tools for engaging communities of interest over a longer period of time,
9) exemplifies how user-generated information in different social media channels can be used by NGOS and policy makers to understand how specific topics, for example
lifelong learning, social media and augmented reality applications. In addition, museums are working tirelessly to adjust their capacities and
raised and the effects of the social media communication campaign. Every week the list of donors was updated, donations from
Index Terms†Blended learning, social media, smart phones informal education, obsolete education I. INTRODUCTION IBM predicts that in the next couple of years, information
technology and social media is fundamentally reshaping our living and learning. The segment of society that usually first
cell phones, ipads, and social media. The average 8-to 10-year-old devotes approximately 8 hours a day to a variety
access social media sites from cell phones. 4 They are also avid multitaskers, often using several technologies
technologies and social media allow students to learn from each other in informal settings anywhere and anytime
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, help them become civically engaged, and allow them to collaborate with peers
Digital and social media tools can also support students to develop technological skills; to be creative;
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
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 mas
7. 4. 3 Social media...53 7. 4. 4 Mobile phones †learning on the go...53 7. 5 Certification...
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-â€oeappsâ€-that run on them, is one of the biggest economic and
mapping and social media tools are offering new ways that young people can play a role in â€oesmartâ€
The popularization of Web 2. 0, social media, mobile apps, and other ICT advancements have changed dramatically the playing field.
Can use social media for different collaborative purposes Attitude examples Is willing to share and collaborate with others
•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
In the education sector, students enrolled in MOOCS are found to collaborate through social media and
ICTS and social media have brought down the barriers to collaboration and openness. 162 With these barriers removed, the possibilities for collaborative
/162 Clay Shirky, â€oethe Political Power of Social media, †Foreign affairs 90, no. 1 (2011: 28†41
games to repositories to open courseware to social media, the internet offers multiple possibilities to acquire information and share knowledge
7. 4. 3 Social media Social media are used extensively for learning as well. Some of the major sites (e g.
Facebook and Twitter became known as platforms for the exchange of personal stories and leisure activities, but more and
For example, 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
and have driven the explosive expansion of social media and other web 2. 0 applications. It is these new
Shirky, Clay. â€oethe Political Power of Social media. †Foreign affairs 90, no. 1 (2011: 28†41
7. 4. 3 Social media 7. 4. 4 Mobile phones-learning on the go 7. 5 Certification 7. 5. 1 Badges
the Social media ROI. To analyse any changes in CAPS users'attitudes and behaviours a Stated Preference methods and Revealed Preference methods will be used while for the
journalist and social media manager. Marta graduated in philosophy, studying contemporary aesthetics and politics in the urban context,
social media, distributed knowledge creation and data from real environments "Internet of things")in order to create awareness of problems and possible solutions
condition with 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
work on the modelling of social media data for mining and presenting it in an aggregated way.
data from different social media sources (such as Facebook, Twitter and emailing systems Online Deliberation†From Group-Based to Large-scale
mobilised by engaging in online dialogues mediated by social media platforms, for example the Arab spring uprisings organised through Facebook,
empower widespread collective deliberation, social media platforms, as well as the more targeted platforms for e-democracy, provide unstructured conversations where data is not
Social networking & Social media Enhancement The confluence of network-centric systems, mobile telecommunications, semantic web and web 2. 0,
services in order to support open online social media and distributed knowledge co -creation thus maximising the network effect, using sharing to support social innovation
It tracks the latest news and social media coverage on climate change and related issues. The dashboard provides interactive means to access this repository,
users must influence others, and social media boosts this process Engagement strategies must provide an incentive to self-report achievements and changes
the potential of social media to reach a goal are not rare: the difference between'reach'and
Social media channels and blogs are also very powerful tools for engaging communities of interest over a longer period of time,
9) exemplifies how user-generated information in different social media channels can be used by NGOS and policy makers to understand how specific topics, for example
with the support of the Open Ministry to mobilise a minimum of 50,000 votes for the proposal, primarily through social media
Social media have brought about fast changes in how people communicate with each other, but also in how they relate to the public sphere.
trends in demography, community and social media, poverty, the environment, health and well -being, or ethical goods
y 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;
Outreach to participants also happens through social media, the Europe Direct Centre, radio announcements, etc. The dialogues centred around the question What kind
debate, fuelled in social media y The economic crisis in Europe. has done the European union enough to solve the
registration and social media) are announced in the language of the Member State, while a live broadcast of
diffusion of ICT, the Internet and the rise of social media, the emergence of new global innovators such as
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;
diffusion of ICT, the Internet and the rise of social media, the emergence of new global innovators such as
Social media+other Media outreach Twitter tï¿5pï¿EBUFÏ¿XFÏ¿IBWFÏ¿EPOFÏ¿UIFÏ¿NBKPSJUZÏ¿PGÏ¿PVSÏ¿
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
have become stronger by means of intensely using social media and civic digital platforms 28 4. 4 Macro analysis of communities
Use of social media platforms Lack of interconnection between citizens and between initiatives Lack of awareness
Use of social media platforms Lack of interconnection among groups Table 6 Macro level analysis of the innovation ecosystem
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 â€oewicked problemsâ€) necessitate stakeholdersâ€
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 or policy making problem is
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,
facilitated by specific participation platforms, wikis, social media, and blogs Legislation is another significant tool that is used by governments.
social media give them the access to their world that would once have been associated with cars. â€
-gagement work across social media and community channels to spread the survey and the crowd-mapping
and digital services adopted by DSI activities such as social networking, social media, crowdsourcing crowdfunding, big data, machine learning, 3d printing, online learning, e-petitions and so on
multiple diverse streams of data from interviews to social media into a central repository capable of giving
for new metrics to address the emergence of new social media, and in general, for systematic measurements and internationally comparable
The site is integrated well with other social media platforms, allowing users to easily share online petitions or campaigns.
mainly social media; anyone can step in and help crowdsource relevant information and follow each step in the development of the Fairphone
-phones, using only social media for marketing. The Fairphone team sees this as a unique achievement,
through social media. Every step in the development process, every decision the company makes, is being shared online for people to react
and significant social media attention as well (the plat -form has more than 8, 000 Twitter followers and 3000 Facebookâ likes
ability of people to easily transfer money online, just as social media and networks such as Twitter, Facebook, Flickr and Youtube are a crucial part
To gain 50,000 votes broad campaigning on social media and beyond is required, needing directed energy from many people
social media channels. The platform was launched in Beta as a service targeting people in Netherlands in August 2012,
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, measurement
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 visualiz -es measurement data on the Safecast Map in six coloured layers.
social media and open source platforms in many ways can be seen as an example of digitally enabled collective intelligence.
-gagement work across social media and community channels to spread the survey and the crowd-mapping
and digital services adopted by DSI activities such as social networking, social media, crowdsourcing crowdfunding, big data, machine learning, 3d printing, online learning, e-petitions and so on
multiple diverse streams of data from interviews to social media into a central repository capable of giving
for new metrics to address the emergence of new social media, and in general, for systematic measurements and internationally comparable
The site is integrated well with other social media platforms, allowing users to easily share online petitions or campaigns.
mainly social media; anyone can step in and help crowdsource relevant information and follow each step in the development of the Fairphone
-phones, using only social media for marketing. The Fairphone team sees this as a unique achievement,
through social media. Every step in the development process, every decision the company makes, is being shared online for people to react
and significant social media attention as well (the plat -form has more than 8, 000 Twitter followers and 3000 Facebookâ likes
ability of people to easily transfer money online, just as social media and networks such as Twitter, Facebook, Flickr and Youtube are a crucial part
To gain 50,000 votes broad campaigning on social media and beyond is required, needing directed energy from many people
social media channels. The platform was launched in Beta as a service targeting people in Netherlands in August 2012,
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, measurement
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 visualiz -es measurement data on the Safecast Map in six coloured layers.
social media and open source platforms in many ways can be seen as an example of digitally enabled collective intelligence.
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