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Published in:
2011 | OriginalPaper | Chapter
Learning from the User: An Approach to Encouraging User-Generated Content within the Context of Social Media Communications
Authors : Isabel Anger, Christian Kittl
Published in: Digital Enterprise and Information Systems
Publisher: Springer Berlin Heidelberg
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Internet phenomena like Facebook or Twitter hold great potential for companies. The 21st century’s social networks are platforms for the (semi) public exchange of information. For an organisation, taking an active part in these conversations means gaining more trust, co-shaping its own image and obtaining knowledge from user-generated content. User-generated content can help optimise processes and act as a testimonial for the organisation’s services and products. This paper offers a conceptional process model facilitating external knowledge management within organisational communication measures in Social Media.