Abstract
Web 2.0 has increased the volume of unstructured content which gives rise to the need for a Social Content Management (SCM) model. A review of the literature reveals that research specific in SCM is broad and fragmented. It also highlights the need for a comprehensive SCM model. Due to the specific nature of social content, existing Enterprise Content Management (ECM) models are not directly amenable for managing social content. However, existing ECMs could be the basis on which the model could be built upon. Hence, this paper proposes a comprehensive SCM model that is suitable for researcher and practitioner, to assist organizations to manage the social content. In this study, the basis for a comprehensive SCM model could be obtained by drawing insights from the existing ECM models which consist of four elements: capture content and interaction; manage content and access; content analysis and reflexivity; and maintain content. In order to operationalize these elements and to make the model suitable for practical applications, the concept of value co-creation via the DART model is incorporated into the comprehensive SCM model. The proposed model is then validated by the experts.
Highlights
Nowadays, information and content are valuable assets to the organization
Enterprise Content Management (ECM) is an integrated approach that involves strategy, tool, processes and skills that are required by organizations to manage content inclusive digital content within the lifecycle of content (AIIM, 2016; Alalwan and Weistroffer, 2013; Herbst and vom Brocke, 2013; Munkvold et al, 2006; O’Callaghan and Smits, 2005; Smith and McKeen, 2003)
The advent of Web 2.0, has caused the volume of unstructured content to increase, contributed largely by content from various social media channels (Sun et al, 2015). This lead for further organizational challenges in managing unstructured content where existing ECMs should be enhanced in order to encompass social content. This gives rise to Social Content Management (SCM), which is the latest generation of information management to enable management of content from social media interaction (Aladwani, 2014; Herbst and vom Brocke, 2013)
Summary
Information and content are valuable assets to the organization. Content is obtained from various sources such as structured and digital content, which, if well managed, could assist organizations in making decisions and help to innovate services. The advent of Web 2.0, has caused the volume of unstructured content to increase, contributed largely by content from various social media channels (Sun et al, 2015). This lead for further organizational challenges in managing unstructured content where existing ECMs should be enhanced in order to encompass social content. This gives rise to Social Content Management (SCM), which is the latest generation of information management to enable management of content from social media interaction (Aladwani, 2014; Herbst and vom Brocke, 2013). SCM was introduced to manage the content from social interaction as explained in the subsection
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