Business social media analytics: Definition, benefits, and challenges: Completed research paper

Clyde Holsapple, Shih Hui Hsiao, Ram Pakath

Research output: Contribution to conferencePaperpeer-review

21 Scopus citations

Abstract

Based on a review of 27 research papers related to social media analytics (SMA), we develop an integrated, unifying definition of Business SMA, providing a nuanced starting point for future Business SMA research. Our definition goes beyond being entirely customer-focused, encompasses both the external and internal organizational environs, and goes beyond intelligence gathering to also accommodate activities such as sense making, insight generation, problem/opportunity detection and solution/exploitation, and decision making. Further, we identify several benefits of Business SMA, and elaborate on some of them, while presenting recent empirical evidence in support of our observations. The paper also describes several challenges facing Business SMA today, along with supporting evidence from the literature some of which also offer mitigating solutions in particular contexts. Accordingly, this research study helps further an understanding of Business SMA and its many aspects, grounded in recent empirical work, and is a basis for further research and development.

Original languageEnglish
StatePublished - 2014
Event20th Americas Conference on Information Systems, AMCIS 2014 - Savannah, GA, United States
Duration: Aug 7 2014Aug 9 2014

Conference

Conference20th Americas Conference on Information Systems, AMCIS 2014
Country/TerritoryUnited States
CitySavannah, GA
Period8/7/148/9/14

Keywords

  • Business analytics
  • Social media
  • Social media analytics

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Computer Science Applications
  • Information Systems
  • Library and Information Sciences

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