Socially-oriented technologies are growing in importance and are increasingly being used in organizations. There is anopportunity to enhance customer interactions in service offerings using social features, yet the incorporation of social featuresinto information systems has been largely unexplored. In this paper, we propose a modeling extension that enhances existinginformation systems’ modeling techniques such that they can be used to identify opportunities to incorporate social featuresin service system exchanges. We define social features as online technologies that support the creation of: 1) user profiles; 2)articulated social connections and membership within groups or communities; and, 3) user-generated content. Wedemonstrate the use of our social features modeling extension in a library service offering.
Lyons, Kelly; Lessard, Lysanne; and Marks, Stephen, "Integrating social features in service systems: the case of a library service" (2011). AMCIS 2011 Proceedings - All Submissions. Paper 244.