An Expert Review of the Social Media Analytics Framework for Citizen Relationship Management

Khulekani Yakobi (), Brenda Scholtz () and Benjamin Wagner Berg ()
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Khulekani Yakobi: Nelson Mandela University
Brenda Scholtz: Nelson Mandela University
Benjamin Wagner Berg: University of Applied Science

A chapter in Digital Transformation for Sustainability, 2022, pp 347-367 from Springer

Abstract: Abstract Social Media Analytics (SMA) has brought new improvement and development opportunities to aid decision-making for government and to support e-governance and smart city projects such as Citizen Relationship Management (CzRM). The purpose of this paper is to report on the expert review interviews conducted to verify the Social Media Analytics Framework (SMAF) for CzRM. This framework was designed based on the Systematic Literature Review (SLR) approach. The expert review consisted of online interviews with five experts from the field of Computer Science and Information Systems (IS). Qualitative Content Analysis (QCA) using Atlas.ti was conducted to organize the data, facilitate coding and identify themes. The findings from the review verified the five components of the framework, which are: Success factors and guidelines for SMA; The research domain of CzRM; The data process phases and methods; Methods and tools for SMA; and Decision-making and Social Media Intelligence (SOCMINT). Future work will further validate the framework through focus group discussions and an extant systems analysis.

Keywords: Citizen relationship management; Data value chain; Decision-making; e-governance; Expert review; Social media analytics; Social media intelligence (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-031-15420-1_17

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DOI: 10.1007/978-3-031-15420-1_17

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