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Social Media Data Relevant for Measuring Key Performance Indicators? A Content Analysis Approach

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Book cover Co-created Effective, Agile, and Trusted eServices (ICEC 2013)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 155))

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Abstract

Social media is becoming increasingly important channel to gather insights on not only customer satisfaction but also other facets of company performance. This potential is largely unused by companies, and it remains unclear what data can be useful for what industry sectors. In this paper, we analyze social media data for specific companies from different industries, and relate these to key performance indicators. We use a content analysis approach in which social media messages are analyzed manually. We find that only a part of the relevant KPIs can be tracked in social media data, and that this differs strongly between industries. Social media is thus not a source of gold for just any company. We also highlight methodological and content analysis issues in the process of analyzing social media data.

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Author information

Authors and Affiliations

  1. KPMG, Laan van Langerhuize 1, 1186 DS, Amstelveen, The Netherlands

    Joeri Heijnen & Han Horlings

  2. Delft University of Technology, Jaffalaan 5, 2628 BX, Delft, The Netherlands

    Mark de Reuver, Harry Bouwman & Martijn Warnier

  3. IAMSR, Abo Akademi, Joukahaisenkatu 3-5 A, 20520, Turku, Finland

    Harry Bouwman

Authors
  1. Joeri Heijnen
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  2. Mark de Reuver
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  3. Harry Bouwman
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  4. Martijn Warnier
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  5. Han Horlings
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Editor information

Editors and Affiliations

  1. Department of Information Systems Science, University of Turku, Turku, Finland

    Jonna Järveläinen , Hongxiu Li , Anne-Marie Tuikka  & Tiina Kuusela , ,  & 

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© 2013 Springer-Verlag Berlin Heidelberg

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Heijnen, J., de Reuver, M., Bouwman, H., Warnier, M., Horlings, H. (2013). Social Media Data Relevant for Measuring Key Performance Indicators? A Content Analysis Approach. In: Järveläinen, J., Li, H., Tuikka, AM., Kuusela, T. (eds) Co-created Effective, Agile, and Trusted eServices. ICEC 2013. Lecture Notes in Business Information Processing, vol 155. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39808-7_7

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  • DOI: https://doi.org/10.1007/978-3-642-39808-7_7

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-39807-0

  • Online ISBN: 978-3-642-39808-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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