Understanding employee social media chatter with enterprise social pulse

Abstract

The rise of social media in the enterprise has enabled new ways for employees to speak up and communicate openly with colleagues. This rich textual data can potentially be mined to better understand the opinions and sentiment of employees for the benefit of the organization. In this paper, we introduce Enterprise Social Pulse (ESP) -a tool designed to support analysts whose job involves understanding employee chatter. ESP aggregates and analyzes data from internal and external social media sources while respecting employee privacy. It surfaces the data through a user interface that supports organic results and keyword search, data segmentation and filtering, and several analytics and visualization features. An evaluation of ESP was conducted with 19 Human Resources professionals. Results from a survey and interviews with participants revealed the value and willingness to use ESP, but also surfaced challenges around deploying an employee social media listening solution in an organization.

Social Media and Ubiquitous Technologies for Remote Worker Wellbeing and Productivity in a Post-Pandemic World

“…From an organizational standpoint, Saha et al [48] show example visualizations such as in Figure 3 that can help glean employee role ambiguity across job aspects [56]. Other work provided methodologies to continuously gauge employee pulse and employee affect [21,23,57]. Dashboards providing this kind of insights to human resources and personnel management teams, can be immensely helpful in proactive support and informed decision making in organizations.…”

“…This has been the key motivation to explore pervasive technologies to understand worker outcomes in unobtrusive and automatic ways [11,12,13,14,15,16,17,18]. This new future of work thus draws on many years of effort in the computer supported cooperative work (CSCW) and human-computer interaction (HCI) community towards augmenting worker collaboration, coordination, and engagement [19,20,21,22]. The changing circumstances and work settings call for rethinking how to adapt these technologies for better assessing and understanding of worker behavior.…”

“…This paper contextualizes the potential of leveraging pervasive technologies for this new work paradigm to enable new forms of personnel management. Pervasive technologies include ubiquitous technologies such as wearables, bluetooth, and smartphone based sensors, as well as online technologies such as social media and crowd-contributed online platforms -these technologies have shown significant promises for passively understanding wellbeing both longitudinally and at scale [13,21,23,24,25,26,27,28,29,30].…”

Inferring Employee Engagement from Social Media

“…32,33], use of cloud based tools [56], serendipitous interaction [6] etc. In addition to these studies of work practices and/or technologies, we have also seen an interest in larger-scale studies of employee experiences from social media [9,21,32,48,49,60].…”

“…Research on employee engagement has mostly been conducted in the organizational psychology field, but interest in understanding the employee experience has grown in CSCW and other fields [e.g. 9,38,49,57]. Increasingly, researchers are finding relationships between employee experience and social media [9,21,32,38,49].…”