Success Measurement of Enterprise Social Networks
11. Internationale Tagung Wirtschaftsinformatik, (Februar 2013)Zusammenfassung
Especially in the knowledge intensive service industry and times of virtual teams, there is a high need to support collaboration and information ex-change between employees with IT. Whereas many organizations have recog-nized the great potential of Enterprise Social Networks (ESN) in this context, there is still a lack of well-founded and applicable approaches to make this po-tential visible i.e. to measure the success of ESN. To alleviate this drawback we propose a novel approach to measure ESN success covering the dimensions us-age and business value. To illustrate the practical benefit and applicability of the novel approach, we provide an extensive real-world example from the ser-vice industry. In cooperation with a large financial services provider, the ap-proach was successfully applied and led to an improved decision support for different stakeholder groups including system administrators and executive management.