Doctor of Philosophy / Curriculum and Instruction Programs / Kay Ann Taylor / The purpose of this qualitative multiple participant case study was to identify the influence of social media on Saudi graduate students who are active social media users. Social media have been influencing Saudi students differently than those in other socio-cultural contexts due to the uniqueness of the Kingdom of Saudi Arabia (KSA) in terms of cultural, political, economic, and social life. This study contributes to educational technology broadly and understanding the experiences of Saudi graduate students who are active social media users specifically. This study sought to illuminate and clarify understanding of the influence of social media use on graduate students in the KSA. This study investigated the influence of social media on Saudi graduate students through the experience of six Saudi graduate students who have 200K or more followers/subscribers on YouTube, Twitter, Instagram, or Snapchat. Vygotsky-based social constructivism was used to analyze and interpret the findings of the research in an effort to understand and make sense of the impact of social media on education through the participants’ experiences as graduate students and active social media users. The significant findings of this research support social constructivism, in that learning occur through social interaction with the More Knowledgeable Other (MKO) in the Zone of Proximal Development (ZPD). The findings of the study included three emerging themes: (1) social media experience, (2) social media influence, and (3) changes brought by social media. Two categories emerged from the data under the first theme. The categories are (a) planned versus unplanned fame, and (b) social media preferred sites, activities and topics. Three categories and two sub-categories emerged from the second theme: (a) educational influence, which has two sub-categories —(i) formal teaching and learning (ii) informal learning —; (b) financial influence; and (c) gender issues in social media. The results contribute to the limited qualitative research on Saudi graduate students and social media and to the overall social constructivism research in the KSA higher education.

Today more and more companies are looking out to adopt a new generation intranet, a social intranet where all employees can engage to express themselves and share information. There are large expectations on these new services, which have the opportunity to create high business value if used actively and qualitatively. However, there is a large challenge in knowing how to best implement these services in an organization in order to achieve this. This paper has investigated how an implementation should be made by defining obstacles for the implementation and adoption, discussing how they could be overcome, investigating what incentives could be used to foster usage and finding common success factors for an implementation. By a qualitative research method, consisting of five case studies and two focus area interviews we found a number of steps that must be followed for an implementation to be successful. First the conditions of the organization must be investigated in order to see whether or not social tools are suitable. If deciding to implement social tools the project must then at an early stage be defined in the organization, when it comes to desired achievements, responsibilities, governance, financing and transfer pricing. Thereafter the suitable platform and tools should be chosen by defining the organization’s user groups, studying their needs and translating them into features, deciding whether to replace or complete the existing intranet and choosing a platform based on recognition and application handiness. The next step is to prepare the tools for launch by creating structures, integrating with existing systems and forming guidelines for usage. The launch should then be made by combining a bottom-up with a top-down approach. It should include choosing a pilot for focused efforts and general marketing. Managers and leaders should be instructed separately before instructing each user group. To help the launch suitable ambassadors should be used. The sixth step is to stimulate activity by the use of stars and medals and by emphasizing good material and achievements. Finally, the last step is to follow up the implementation by measuring the outcome and interviewing employees.

Der Forschungsbericht enthält studentische Arbeiten zu Anwendungsgebieten und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge ergänzen das einleitend skizzierte Konzept des integrierten Social CRM um konkrete Beispiele für die Verbindung von Social Media und CRM sowie die entstehenden Integrationsherausforderungen. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.

Die zunehmende Bedeutung von Social Media im privaten und beruflichen Kontext ist mit der steigenden Notwendigkeit einer spezifischen Kompetenz für Social Media als Voraussetzung für die Bewältigung individueller beruflicher Alltagssituationen verbunden. In dem vorliegenden Beitrag wird das Konstrukt der Social-Media-Kompetenz beschrieben und mit dem Projekt „Social Media Communication“ eine Möglichkeit vorgestellt, wie die Entwicklung einer solchen Kompetenz unter gleichzeitiger Verwendung von Social-Media-Technologien als Lernmethode gefördert werden kann. Hergeleitet aus theoretischen und organisatorischen Anforderungen an ein entsprechendes Lernarrangement wird die Entwicklung und Erprobung eines prototypischen Blended-Learning-Arrangements zur Förderung einer hochschultyp- und fächerübergreifenden Social-Media-Kompetenz vorgestellt.

This thesis examines organizational use of social media. It focuses on developing an understanding of the ways by which social media are used within formal organizational settings. From the vantage point of this thesis such an understanding can be achieved by looking at tensions and incompatibilities that might potentially exist between social media and organization because of their distinct characteristics. It is argued that the distinct characteristics of social media (e.g. openness, transparency, flexibility, etc.) and organization (e.g., hierarchy, formal relationships, standard procedures, etc.) may engender tensions and incompatibilities that affect the ways of using social media and their potential in organizations. The main premise here is that the possibilities, behaviors and practices afforded by social media are recognizably different in nature from common and established organizational practices, behaviors, norms and routines. Through a structurational understanding of organizational use of social media, influenced by Giddens’ theory of structuration and Orlikowski’s practice lens for studying technology use, this thesis offers the perspective of immiscibility to capture tensions and incompatibilities driven by the distinctive characteristics of social media and organization. It basically offers a way of seeing social media use in organizations as a dynamic, in-practice interplay between social media and organization characteristics. One key argument in this thesis is that the immiscible interplay of social media and organization, produces, at least in transition, ‘a bureaucracy of social media’. Social media, it is argued, are used in ways that are essentially bureaucratic, reflecting and also reinforcing established characteristics of formal organizations through the production and reproduction of structures which are driven by the immiscible interplay. The development of such an understanding was achieved through multiple research studies focusing on the use of the wiki technology for knowledge collaboration and sharing practices in two large multinational organizations: CCC and IBM. A number of qualitative methods were used in these studies to collect empirical evidence from the two organizations including interviews, field visits, observations and document analysis. The overarching contribution of this thesis centers on offering a unique way of understanding organizational use of social media by putting forward tensions and incompatibilities between social media and organization and also by providing an understanding of how such tensions and incompatibilities affect the potential for change by social media.

Der Forschungsbericht enthält studentische Arbeiten zu Analysemethoden, Anwendungsfällen und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge betrachten das Konzept eines integrierten Social CRM aus verschiedenen Perspektiven und anhand konkreter Beispiele. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.:Inhaltsverzeichnis Abbildungsverzeichnis V Tabellenverzeichnis VII Abkürzungsverzeichnis VIII Vorwort XI Konzeptionelle Grundlagen Olaf Reinhold Von der Social Media-Nutzung zum Integrierten Social CRM: The-matische Einführung und Strukturierung des Arbeitsheftes 3 Analysemethoden Hans-Georg Wu Text Mining im Social CRM 15 Franziska Suchy Analyseansätze im Social CRM 29 Martin Lebik Methoden zur Ermittlung von Influencern 41 Anwendungsfälle Eva Kahlert Einsatz und Nutzen von Social Media in einem KMU am Beispiel des Outdoor-Unternehmens tapir 63 Veronika Prochotská Szenarios zum Präsenzaufbau im Social CRM 83 Ana Maria Cerlinca Social Media Monitoring und Dashboards zur Unterstützung universitärer Prozesse 97 Richard Stüber Die Social Media-Nutzung einer deutschen und einer brasiliani-schen Universität im Vergleich 111 Werkzeuge Marcel Fischer Prozessunterstützung durch SCRM-Werkzeuge 125 Tom Roick Systeme zur Ermittlung von Influencern 135 Jonas Buch SCRM-Unterstützungssysteme zum Präsenzaufbau im Social Web 147 Datenmanagement im Social CRM Mattis Hartwig Data Aggregation in Social CRM 165 Karsten Stöcker Vergleichende Betrachtung der Application Programming Interfaces sozialer Netzwerke 175 Anhang - Poster 189

Der Forschungsbericht stellt anhand einer Fallstudie mit dem Unternehmen Spreadshirt die Einsatzmöglichkeiten von Social CRM vor. Es werden die genutzten Social Media, unterstützten CRM Prozesse und eingesetzten Technologien vorgestellt und aus der Perspektive des integrierten Social CRM vorgestellt.:Inhaltsverzeichnis III Abbildungsverzeichnis V Tabellenverzeichnis VI Abkürzungsverzeichnis VII 1 Einleitung 3 1.1 Hintergrund der Fallstudie 3 1.2 Zielstellung 3 1.3 Methodik 4 1.4 Danksagung 5 2 Ausgangslage 6 2.1 Unternehmen 6 2.2 Geschäftsmodell 6 2.3 Bedeutung des Social CRM 8 3 Rolle von Social Media im Unternehmen 9 3.1 Grundprinzipien im Einsatz von Social Media 9 3.2 Aufgaben und Verwendung der wichtigsten Social Media 9 3.2.1 Interne Social Media 9 3.2.2 Unternehmenseigene Social Media 10 3.2.3 Freie Social Media 11 3.2.4 Restricted Social Media 11 3.3 Rolle und Bedeutung von Postings 12 3.4 Erfahrungen im Einsatz von Social Media 12 3.5 Zukünftige Herausforderungen 13 4 Organisation und Nutzung von Social CRM 14 4.1 Einbettung in die Organisation 14 4.1.1 Unterstützung durch eine zentrale Social Media-Abteilung 14 4.1.2 Zusammenarbeit und Abstimmung mit anderen Abteilungen 14 4.1.3 Verhältnis zu anderen Kommunikationskanälen 14 4.2 Nutzung von Social Media in CRM-Prozessen 15 4.2.1 Marketing 15 4.2.1.1 Kampagnenmanagement 15 4.2.1.2 Produkt- und Innovationsmanagement 15 4.2.1.3 Markenmanagement 15 4.2.2 Vertrieb 16 4.2.2.1 E-Commerce-Shop 16 4.2.2.2 Facebook-Shop 17   4.2.3 Service 17 4.2.3.1 Produkt- und Serviceanfragen 17 4.2.3.2 Servicemanagement 18 4.2.3.3 Community Support 19 4.3 Zukünftige Herausforderungen 19 5 Softwareunterstützung 21 5.1 Infrastrukturüberblick 21 5.2 Infrastruktur in Social CRM-Prozessen 21 5.3 Zukünftige Herausforderungen 21 6 Zusammenfassung 23 6.1 Einordnung von Social CRM bei Spreadshirt 23 6.1.1 Social CRM bei Spreadshirt 23 6.1.2 Charakteristika des Social CRM-Ansatzes 23 6.1.3 Handlungsbedarf im Social CRM 24 6.2 Prozesse und Gestaltungsbereiche 25 6.2.1 Unterstützung von CRM-Prozessen 25 6.2.2 Unterstützung der Social CRM-Gestaltungsbereiche 26 6.2.3 Interne Social CRM-Dienstleistungen 26 6.3 Ausblick 27 7 Fazit 28 Literaturverzeichnis 29

Der Forschungsbericht enthält studentische Arbeiten zu Anwendungsgebieten und Technologien des Social Customer Relationship Management (CRM). Die einzelnen Beiträge ergänzen das einleitend skizzierte Konzept des integrierten Social CRM um konkrete Beispiele für die Verbindung von Social Media und CRM sowie die entstehenden Integrationsherausforderungen. Grundlage des Forschungsberichts sind Ergebnisse aus zurückliegenden Forschungsprojekten des Instituts für Wirtschaftsinformatik und des Seminars Enterprise Systems 2 an der Universität Leipzig.:Abbildungsverzeichnis V Tabellenverzeichnis VI Abkürzungsverzeichnis VII Vorwort IX Integration von Social Media und CRM Olaf Reinhold Einführung in das integrierte Social CRM 3 Präsenz im Social Web Sascha Petronis Bereitstellung von Zusatzinhalten im Social CRM 11 Kooperation im Social CRM Christoph Lefanczyk Einsatz von Social CRM-Systemen zur Unterstützung des Kooperationsprozesses 23 Tilo Gutknecht Social CRM-Plattformen für Crowdsourcing 35 Durchführung von CRM-Prozessen im Social Web Chris Jänicke Social Customer Relationship Management -Kundenbindung im indirekten Vertrieb 45 Martin Max Röhling Identifikation von Anwendungen zur Unterstützung von CRM-Prozessen im Vertrieb 55 Lino Janke Prozesse im Social CRM sowie deren Integration und Vorstellung von Fallbeispielen 65 Analyse von Social Web-Inhalten Christin Reinsdorf Nutzung von Social Media im Bereich Marktforschung und Marktbeobachtung 75 Lars Zinner Auswertung und Verwendung von Social Media-Inhalten 85 Lars Busch Nutzung von Social Media zur Analyse der Marktakteure und des Social Ecosystem 97 Datenmanagement im Social CRM Ingolf Römer Beurteilung der systemgestützten Bereitstellung von Kennzahlen im Social CRM 109 Christian Mählig Datenaggregation im Social CRM 123 Schlagwortverzeichnis 133 Anhang - Poster 135

In the present day, excessive social media use has become synonymous with the younger generation. Prolonged social media interaction has resulted in new terminology describing the compulsive need for internet and social media use: internet addiction. This is a new term, and while it has not been defined as a clinical addiction used in acute care settings (Zahrai et al., 2022), it is important to understand its symptoms, like excessive social media use. Given the rapid speed of social media integration in modern society, it is important to investigate how excessive social media use (ESMU), as defined by Zahrai et al., 2022, affects the way information is trusted. The present study intends to contribute to the understanding of trust dynamics in the era of mass media consumption, thereby studying if college students with ESMU show signs of trust when viewing a news report from a TikTok video, or from a video emulating a traditional news presentation. Another area of investigation for the current study is if the presence of a beauty filter placed on the presenter affects the trust of the participants. Further, if sex at birth has a significant difference in TikTok compulsivity (as defined by Meerkerk et. al, 2009 internet compulsivity scale), trust in news media, and trust in the studies presentation. 94 participants, who were all aged 18 or older and undergraduate students at the University of Central Florida living in the United States, completed an online survey-based questionnaire. The study consisted of a TikTok-modified Compulsive Internet Use Scale (CIUS), a Trust in News Media Scale, and a post-experiment-questionnaire. Participants were randomly assigned one of four fake-news presentations. All the videos had the same presenter and script, but differed in orientation (either horizontal, like a news story seen on a television, or vertical, like a TikTok video) and if there was a beauty filter placed upon the presenter. This created four conditions for participants. The results suggest that there is no difference in trust between any of the video conditions, regardless of orientation or filter. Furthermore, the results indicate that males have less TikTok compulsivity compared to females. In conclusion, the results suggest that there are differences in the sexes when it comes to TikTok compulsivity, however this does not affect the way individuals trust a news presentation. Furthermore, there is no difference in sex when it comes to trusting the news media. This suggests that college students with ESMU are spending more time on TikTok, and not displaying a deferral of risk when it comes to consuming information from the news. Further, college students with ESMU are not affected by a filter or the orientation of a video when receiving news. This indicates that they are both equally distrusting and trusting of news regardless of the platform it is received.

Social applications on the Web have appeared as communication spaces for sharing knowledge and information. In particular, social applications can be considered valuable information sources because information in the applications is not only easily accessible but also revealing in that the information accrues via interactions between people. In this work, we address methods for finding relevant information in social media applications that use unique properties of these applications. In particular, we focus on three unique structures in social media: hierarchical structure, conversational structure, and social structure. Hierarchical structures are used to organize information according to certain rules. Conversational structures are formed by interactions within communities such as replies. Social structures represent social relationships among community members. These structures are designed to organize information and encourage people to participate in discussions in social applications. Accordingly, contexts extracted from these structures can be used to improve the effectiveness of search in social media relative to representations based solely on text content. To exploit these structures in retrieval frameworks, we need to address three challenges as follows. First, we should discover each structure because it is often obscure. Second, we need to extract relevant contexts from each structure because not all the contexts in a structure are relevant for retrieval. Last, we should represent each context or their combinations in a representation framework so that they can be encoded as retrieval components such as documents. In this work, we introduce an effective representation framework for multiple contexts. We then discuss how to discover or define each structure and how to extract relevant contexts from the structure. Using the representation framework, these relevant contexts are integrated into retrieval algorithms. To demonstrate that these structures can improve search in social media, the retrieval models and frameworks incorporating these structures are evaluated through experiments using data collections gathered from a variety of social media applications. In addition, we address two minor challenges related to social media search. First, it is not always easy to find relevant information from relevant objects if the objects are large. Accordingly, we address identification of relevant substructures in such objects. Second, text reuse structures are important since these structures have the potential to affect various retrieval tasks. In this thesis, we introduce text reuse structures and analyze text reuse patterns in real social applications.