Leveraging Social Media for Process Innovation. A Conceptual Framework

Peter Trkman () and Monika Klun ()
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Peter Trkman: University of Ljubljana
Monika Klun: University of Ljubljana

A chapter in BPM - Driving Innovation in a Digital World, 2015, pp 59-73 from Springer

Abstract: Abstract Business processes management should not be a one-off activity and processes need to be continually modelled, executed, monitored and improved; stakeholders need to be aptly involved in each of these activities. Potentials for achieving this lie in social media, as an increasingly popular option in the digital world with which to involve the creativity and opinions of various stakeholders from both within and outside an organization. Yet, it is still not well researched how companies can harness the various benefits for using social media to better involve both employees and customers in various phases of the business process life cycle. We propose a conceptual framework that enables the classification of various types of social media use (e.g. within organization or with customers) and provide examples for each type.

Keywords: Business Process; External Stakeholder; Business Process Management; Process Execution; Execution Phase (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-14430-6_5

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DOI: 10.1007/978-3-319-14430-6_5

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