Enterprise 2.0 Management Challenges

Abstract

The nature of the enterprise and the way people work is changing rapidly. The enabling power and competitive advantage of new social and participative technologies will benefit those that recognize the way work is changing. Web 2.0, the ‘second phase’ of the Web, is the foundation of a new and improved Enterprise 2.0. Enterprise 2.0 provides, through a web of interconnected applications, services, and devices, the capabilities for enterprise employees and vendors to be more competitive and productive and for enterprise customers to be more engaged and loyal by accessing the right information from the right people at the right time. This paper describes Enterprise 2.0 management challenges and issues identified by Chief Information Officers, which include the unauthorized use of services and technologies, the integration of a myriad of technologies and capabilities, and the potential compliance and security implications. The authors have proposed a conceptual framework that explores the relationships of three Enterprise 2.0 dimensions – technology, its use, and how resulting user-generated content may lead to business value – with management implications affecting IT culture and policies within the enterprise. This paper provides observations and suggestions for future research.

Social Customer Relationship Management: An Architectural Exploration of the Components

“…However, the term is not commonly established. Besides "social CRM", researchers use the terms "Enterprise 2.0", "CRM 2.0", and "social commerce" without clear differentiation [13,44,45]. The findings help to establish a better understanding of social CRM, because the explored artefacts reveal the components and its relationships.…”

“…The artefacts of ten publications address concerns of multiple EA-layers. Examples are framework-models, which provide different views of components and its relationships [13,26,27]. Five artefacts address aspects of the integration-layer and software-layer in conjunction.…”

“…Four publications develop models that highlight processual issues and four other publications describe instantiations that relate to the integration-layer implementing applications. Framework of an ontology-based social media analysis [29] Text mining application for exploring the voice of the customer [30] Data model of data objects of social networks [31] Framework for gathering business intelligence from blogs [32] Social CRM tool framework [33] Method for developing a taxonomy of social media [14] User interface design for Twitter [34] Social media innovation method [35] Social data analytics tool (SODATO) [26] Social CRM framework [36] Web 2.0 factors and value drivers [37] Maturity model for the adoption of social media [38] System dynamics model and word-of-mouth effects [39] Ontology for IS sentiment analysis [13] Enterprise 2.0 management framework [40] Blueprint of an analytical social CRM system [41] Social network data model [42] Customer satisfaction theoretical framework [43] Multimedia platform providing social e-services [27] Social media strategy framework [44] Social app prototypes Legend: not a focus of the publication; focus of the publication…”

“…The findings help to create an understanding of the concepts and support building a foundation for further research. Patten and Keane [13] conceive social CRM as a combination of three dimensions of a company-wide concept. Their Enterprise 2.0 Management Framework relates the dimensions (1) technology, tools and capabilities, (2) user-generated content, and (3) employee and customer applications, which are governed by culture and policies.…”

“…However, a holistic view of the components is still missing. The existing literature either focuses on single aspects or provides an abstracted overview of multiple aspects without giving details [13,14]. This is justifiable in consideration of the complexity of social CRM.…”