Dejana Bajic
Kelly Lyons
ABSTRACT
Social media is impacting the way service offerings are deployed and delivered. Several social media service offerings have emerged in the past few years (e.g., Facebook, Twitter, LinkedIn). At the same time, more traditional kinds of service offerings are finding creative ways of making use of social media techniques (e.g., Dell Community). In this research, we analyze how software companies are finding ways to use social media techniques to gather feedback from users collectively. The following four factors and the way they influence the use of social media are analyzed in depth: company size, transparency, software deployment, and number of social media tools in use. Results of our analysis of software vendors that gather collective user feedback in this way are presented, concluding with a discussion on which attributes influence the way social media is used for collecting user feedback.
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Index Terms
- Leveraging social media to gather user feedback for software development
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