Abstract:Many digital platforms implement feedback mechanisms as a means to control the behavior of their users. However, there is a lack of theoretical explanation regarding the interrelation between design characteristics of feedback mechanisms and their effects. In this study, we interpret feedback mechanisms as a specific type of management control to propose properties as a new theoretical perspective on this problem. Our exploratory study has two objectives. First, we analyze how digital platforms design their fe… Show more
“…However, these governance mechanisms currently represent only examples in which a particular activity can be implemented and should be elaborated in further studies. E.g, Steur and Seiter ( 2021 ) have looked at how over 100 feedback mechanisms are implemented and summarized them in a complete design catalogue. Such an approach can be used for many of the mechanisms illustrated here.…”
Engagement platforms (EPs) are an essential technology to enable co-creation and service innovation. Therefore, the design and governance of these platforms are receiving increasing attention in research. In this study, we aim to identify which activities and mechanisms foster engagement and which governance mechanisms are implemented to avoid harm on EPs. To this end, we conducted expert interviews with founders, CEOs, and managers of 14 personal and household-related service platform companies from the DACH region (Germany(D), Austria(A), Switzerland(CH)), to gain insights into their activities and mechanisms for creating and maintaining successful EPs. We found eight mechanisms, e.g., moderation of content, limitations of entry and certification, employed by personal EPs (PEPs) as self-regulatory mechanisms to avoid misconduct and negative experiences of actors. The identified governance mechanisms may guide the design and governing of PEPs by providing tangible examples to foster actor engagement while considering externalities on a societal and individual level.
“…However, these governance mechanisms currently represent only examples in which a particular activity can be implemented and should be elaborated in further studies. E.g, Steur and Seiter ( 2021 ) have looked at how over 100 feedback mechanisms are implemented and summarized them in a complete design catalogue. Such an approach can be used for many of the mechanisms illustrated here.…”
Engagement platforms (EPs) are an essential technology to enable co-creation and service innovation. Therefore, the design and governance of these platforms are receiving increasing attention in research. In this study, we aim to identify which activities and mechanisms foster engagement and which governance mechanisms are implemented to avoid harm on EPs. To this end, we conducted expert interviews with founders, CEOs, and managers of 14 personal and household-related service platform companies from the DACH region (Germany(D), Austria(A), Switzerland(CH)), to gain insights into their activities and mechanisms for creating and maintaining successful EPs. We found eight mechanisms, e.g., moderation of content, limitations of entry and certification, employed by personal EPs (PEPs) as self-regulatory mechanisms to avoid misconduct and negative experiences of actors. The identified governance mechanisms may guide the design and governing of PEPs by providing tangible examples to foster actor engagement while considering externalities on a societal and individual level.
“…If the platform has a rating system for complements, the absolute number of complements that have a better average rating than a certain threshold can be another pervasive indicator to support complementarity (Steur and Seiter 2020). However, depending on the individual use case, this KPI cannot always be monitored in a reasonable way.…”
Firms increasingly establish digital industrial platforms to cope with the adaption of the industrial internet of things (IIoT) paradigm. The tremendous success of digital platforms in many platform-mediated industries can be traced back to the ignition of network externalities. However, the impact of network externalities is still under discussion in the IIoT domain, and their measurement remains a challenge for platform companies. This paper outlines how network effects were measured in the existing research, deriving three dimensions of network effects for IIoT: (1) ecosystem utility, (2) complementarity, and (3) compatibility. This conceptualization is further used in an empirical study with practitioners from digital industrial platform organizations to enable performance measurement of network effects in IIoT by developing 20 key performance indicators (KPIs). Based on the empirical study results, this paper proposes a framework for balanced platform management. Utilizing the goals of a balanced scorecard, the framework emphasizes the trade-off between the contradicting perspectives on costly network effect simulation and platform earnings that platform managers need to balance. The KPI portfolio can support platform managers in implementing the framework.
“…They also give an overview of other existing approaches for gathering user feedback on accessibility barriers and discuss how the PBT can be used as a tool for gathering data to support effective implementation of the WAD at large, in addition to its function for users to give feedback on a particular issue. Steur and Seiter [8] studied the design of feedback mechanisms of more than 102 popular digital platforms and discussed design choices in the light of management control literature. They found that simplicity in the provision of feedback is essential but do not mention accessibility for people with impairments.…”
This work discusses how to build online public services and feedback mechanisms such that they are usable and are actually used, while fulfilling the requirements for EU’s Web Accessibility Directive, security, and privacy. By means of an online survey among impaired users of the Norwegian Labour and Welfare Administration’s online services, it is analyzed which challenges these users experience with public services and feedback processes as of today, and how both can be designed for better and more inclusive online services.
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