Start Date
11-12-2016 12:00 AM
Description
Social technologies have not only affected the way private persons communicate with one another, but also led to a shift of customer expectations regarding the communication channels offered by companies. Correspondingly, more and more customers preferably contact a company via social media channels to utter service requests, complaints or settle transactions. The posts capture valuable information about customers’ concerns, moods and opinions amongst others. Therefore, social media analysis has increasingly been gaining importance for enterprises. However, the analysis of these posts is difficult, in case they are characterized by regional slang or a branch-specific language, which holds true for posts in social media channels of small-and-medium sized enterprises (SMEs) in special. As SMEs play a decisive role in the economy in southern Germany, we are developing a social media analysis tool, which matches the requirements of SMEs in that particular region and addresses the aforementioned challenges in addition.
Recommended Citation
Johannsen, Florian; Schwaiger, Josef Michael; Lang, Markus; and Leist, Susanne, "UR SMART: Social Media Analysis Research Toolkit" (2016). ICIS 2016 Proceedings. 3.
https://aisel.aisnet.org/icis2016/Practice-OrientedResearch/Presentations/3
UR SMART: Social Media Analysis Research Toolkit
Social technologies have not only affected the way private persons communicate with one another, but also led to a shift of customer expectations regarding the communication channels offered by companies. Correspondingly, more and more customers preferably contact a company via social media channels to utter service requests, complaints or settle transactions. The posts capture valuable information about customers’ concerns, moods and opinions amongst others. Therefore, social media analysis has increasingly been gaining importance for enterprises. However, the analysis of these posts is difficult, in case they are characterized by regional slang or a branch-specific language, which holds true for posts in social media channels of small-and-medium sized enterprises (SMEs) in special. As SMEs play a decisive role in the economy in southern Germany, we are developing a social media analysis tool, which matches the requirements of SMEs in that particular region and addresses the aforementioned challenges in addition.