The Usage of Social Media in Business Process Management: Opportunities and Challenges

Nadezhda Filipova ()
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Nadezhda Filipova: University of Economics - Varna

Izvestia Journal of the Union of Scientists - Varna. Economic Sciences Series, 2017, issue 2, 197-208

Abstract: Integrating BPM (Business Process Management) with social media brings forth a new promising technology - social BPM. Social BPM provides a better communication and collaboration among the participants in the business process life cycle, and offers better opportunities for automating unstructured and highly dynamic business processes in knowledge intensive organizations. Moreover, social BPM creates conditions for continuous business processes improvement, as well as for increased level of customer satisfaction and product personalization. This paper reveals the basic characteristics and the advantages of social BPM. The opportunities for social media usage in the design, implementation, execution and assessment of business processes are explored. The driving forces of social media adoption in BPM are identified. Furthermore, some problems of social BPM are discussed.

Keywords: business process management; social business process management; social media (search for similar items in EconPapers)
JEL-codes: A00 (search for similar items in EconPapers)
Date: 2017
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