SMIS and Knowledge Management Notes

Social Media Information Systems (SMIS)

• Use of IT to support content sharing among networks of users.
• Enables communities of people related by a common interest.
• Supports sharing of content among networks of users.

SMIS Roles

• Social Media Providers: Platforms like Facebook, Google+, LinkedIn, Twitter, Instagram, and Pinterest.
• Users: Individuals and organizations.
• Communities: Groups with mutual interests.

Five Components of SMIS

• Hardware: Elastic, cloud-based servers; user computing devices.
• Software: Applications, DBMS, analytics; browsers, iOS, Android, Windows 10.
• Data: Content and connection data storage; user-generated content.
• Procedures: Content management.
• People: Staff, users, key users.

SMIS and Organizational Strategy

• Strategy determines value chains, business processes, and information systems.
• Social media processes are constantly changing.

SMIS in Value Chain Activities

• Sales and Marketing: Dynamic, SM-based CRM; peer-to-peer sales.
• Customer Service: Peer-to-peer support.
• Inbound/Outbound Logistics: Problem-solving among supply chain partners.
• Manufacturing/Operations: Crowdsourcing for product design.
• Human Resources: Employee communications, recruiting.

Social Capital

• Social relations with expectation of marketplace returns.
• Value is in information, influence, social credentials, and personal reinforcement.
• Strengthen relationships by asking for favors.

Revenue Models for Social Media

• Pay-per-click advertising.
• Freemium model (basic service free, premium for upgrades).
• Sale of apps, virtual goods, affiliate commissions, donations.

Managing Risks of Employee Communication

• Develop and publicize a social media policy.
• Intel's Three Pillars: Disclose, Protect, Use Common Sense.

Internal Risks from Social Media

• Leaking information.
• Corporate liability (e.g., sexual harassment).
• Reduced employee productivity.

Social Media Plan Development

1. Define Goals.
2. Identify Success Metrics.
3. Identify Target Audience.
4. Define Your Value.
5. Make Personal Connections.
6. Gather and Analyze Data.

Common Social Media Strategic Goals

• Increased Brand Awareness.
• Increased Conversion Rates.
• Increased Web Site Traffic.
• Increased User Engagement.

Social Media Success Metrics

• Total Twitter followers, audience growth rate, brand mentions, Klout score (Brand Awareness).
• Click rate, assisted social conversions (Conversion Rates).
• Visitor frequency rate, referral traffic from SM (Website Traffic).
• Number of SM interactions, reshares (User Engagement).

Enterprise Social Network (ESN)

• Social software for internal organizational use.
• Improves communication, collaboration, knowledge sharing, problem-solving.

Organizational Information Systems

• Content management systems.
• Collaborative knowledge management systems.
• Expert systems.

Content Management Systems (CMS)

• Track documents, Web pages, graphics.
• Used to create, manage, or deliver documents.

Challenges of Content Management

• Complex functions, huge databases, daily content changes.
• Documents inter-related and perishable.
• Translation requirements.

Resistance to Knowledge Sharing

• Reluctance to exhibit ignorance.
• Employee competition.
• Shyness, fear of ridicule, inertia.

Enterprise-Wide Knowledge Management Systems

• Structured Knowledge: Documents, reports, presentations( Tag/coded).
• Semistructured Knowledge: E-mail, voice mail, brochures.
• Network Knowledge: Experts, FAQs.

Knowledge Workers and Knowledge Work

• Researchers, designers, architects, scientists, engineers.
• Exercise independent judgment.
• Keep organization current, serve as consultants, act as change agents.

Knowledge Work Systems

• Specialized systems with graphics, analytical tools, and communication capabilities.
• Computer-aided design (CAD), virtual reality systems (VRML), investment workstations.

Expert Systems

• Rule-based systems (IF/THEN).
• Encode human knowledge.