Abstract
Social media platform plays an important role in engaging customers. The social content resulting from social media interactions between the organisations and the customers need a proper management. Therefore, in this work, a framework for social content management is introduced to support the management of social content. This framework is developed based on two main concepts. The first is the existing concepts that are present in content management, whilst the second concept is derived from the theory of service science. This approach is adopted to cater for existing concepts in enterprise content management, that are relevant to social content management and also to cater for the concept of value co-creation which forms the basis of engagement between the organisations and the customers. The applicability of the proposed social content management framework needs to be evaluated in order to determine the extent of its applicability in practical situations. Therefore, the main focus of this article is to report the usability of the proposed framework against the practices of the government agencies of Malaysia in managing the social content. The evaluation method used is based on the score of system usability scale. The results from the evaluation revealed that the proposed framework is usable and is deemed practical to be used in organisations.
Highlights
Social media as a new platform, is fast becoming an important tool in assisting organisations to formulate strategies and engagement initiatives between the organisations and their customers
Based on the finding of the means value of system usability scale (SUS) score on each public sector agency of Malaysia and the overall exercise, it could be concluded that the proposed social content management framework based on service science perspective is acceptable to be applied in the organisations
This article provides an overview of the evaluation of the social content management framework based on service science perspective on the working environment through the implementation of the case study
Summary
Social media as a new platform, is fast becoming an important tool in assisting organisations to formulate strategies and engagement initiatives between the organisations and their customers. A social content management is the dynamic process of collecting social content, resulting from active participation between organisations and customers on social media platforms. These interactions are supported by resource integrations and service exchanges. Social content is important for enabling service innovations because the customers’ needs are obtained directly during the process of capturing contents through the active interactions between the organisations and the www.ijacsa.thesai.org (IJACSA) International Journal of Advanced Computer Science and Applications, Vol 9, No 12, 2018 customers. Social content should be managed to ensure that the organisations could produce accurate results based on input from social interactions, which could lead to innovations in the services offered Such framework needs to be evaluated to test it applicability in a real working environment. The system usability scale (SUS) score is used to show the level of usability of the developed framework in the selected government agencies of Malaysia
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