Abstract
Whole Enterprise Social Media can be used to achieve substantial business performance improvements. While most organisations have begun their use of social media in marketing and sales, its application elsewhere in the organisation is also of value. The use of social media in other organisational areas is discussed, and examples of successful application are provided in employee involvement, customer engagement, product development and design and supply chain management. The use of performance metrics and their relationship to overall business objectives is described, and guidance is given on its application. The examples are derived from case studies written by participants in the University of Waterloo’s Social Media for Business Performance online certificate programme and contained in the publically accessible online case study archive.
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Carr, P. (2017). Whole Enterprise Social Media for Business Performance. In: Khare, A., Stewart, B., Schatz, R. (eds) Phantom Ex Machina. Springer, Cham. https://doi.org/10.1007/978-3-319-44468-0_2
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