Title: How companies handle eCRM via social media depending on company size Level: Student thesis, final assignment for Bachelor Degree in Business Administration Author: Din Jahic & Robin Issa Supervisor: Michelle Rydback Date: 2022 - May 25th Aim: The aim is to increase understanding of how companies handle e-customer relationship management (eCRM) via social media, and to investigate whether size affects companies' strategies. Method: In this essay, a qualitative research approach is applied where the empirical material is collected through a multiple-case study. This multiple case study consisted of six companies where half of them were counted as large companies and the other half as small companies. A total of six semi-structured interviews were conducted with respondents in three different industries; the retail industry, the restaurant industry and the grocery industry. Results & Conclusions: The results of the study shows that the most used marketing strategies were "Social Content" and "Social Monitoring". The smaller companies mostly used "Social Content", as it was the most suitable option in terms of resource capacity. Furthermore, it is concluded that larger companies dominate "Social Monitoring". The final result shows that larger companies with more resources have a more systematic customer relationship management. Contributions of the thesis: This thesis has contributed to companies being able to obtain information regarding marketing strategies and customer relationship management via social media, as well as the implementation of concepts that are suitable for the company's size and resources. Suggestions for future research: A future area of research may be to carry out similar studies with other criterias. For example, only interviewing digital stores, as the approaches are different in comparison with physical stores. The interesting contribution would then be to investigate how digital stores proceed with marketing activities and customer relationship management, as opposed to physical stores. Key words: Customer Relationship Management (CRM) · electronic Customer Relationship Management (eCRM) · Social media · Social Media Marketing Strategy · Marketing Strategy

In recent years, there has been extended research on the Big Five and social media, especially Facebook. Snapchat, a fast-growing photo-sharing app, has however not been thoroughly researched yet. This paper aimed at closing this research gap and at investigating the relationship between the Big Five personality traits and Snapchat users and nonusers. Additionally, it researched the potential of the app to advertise new music published by music labels. The sample consisted of 124 self-selected Snapchat users and non-users (94 Snapchat users and 30 Snapchat non-users), between the ages of 18 and 55. Approximately 53% of the participants were from Sweden, 24% from Germany and the rest from other countries. Participants were asked to complete an online questionnaire comprising the Big Five Inventory and demographic questions. Snapchat users also completed a Snapchat usage questionnaire. Additionally, a short interview about Snapchat was held with a representative of a music label. The results showed that there are only minor differences between Snapchat users and non-users regarding the Big Five personality traits. However, male Snapchat users tend to be more open to new experiences. The usage of specific Snapchat features could be connected to more extraverted, neurotic and conscientious individuals. The overall interest for musicrelated content on Snapchat was rather low. Therefore, Snapchat can be used as a complementary marketing action to raise awareness, but cannot stand alone. / Under de senaste åren har det gjorts utökad forskning om Big Five och sociala medier, särskilt Facebook. Snapchat, en snabb växande bilddelning app, har dock inte undersökts noggrant. Detta examensarbete syftade till att undersöka det outforskade området kring förhållandet mellan Big Five personlighetsdrag och Snapchat-användare och icke- användare. Dessutom undersökte den möjligheten för skivbolag att annonsera ny musik i appen. Urvalet bestod av 124 självvalda Snapchat-användare och icke-användare (94 Snapchat-användare och 30 Snapchat-icke-användare), mellan 18 och 55 år. Ungefär 53% av deltagarna var från Sverige, 24% från Tyskland och resten från andra länder. Deltagarna blev ombedda att fylla i ett online frågeformulär som omfattade Big Five Inventory och demografiska frågor. Snapchat-användare slutförde också ett Snapchat-användningsformulär. Dessutom hölls en kort intervju om Snapchat med en representant från ett skivbolag. Resultaten visade att det endast finns mindre skillnader mellan Snapchatanvändare och icke-användare angående Big Five-personlighetsdragen. Manliga Snapchat-användare tenderar att vara mer öppna för nya upplevelser. Användningen av specifika Snapchat-funktioner kan kopplas till mer extravert, neurotiska och samvetsgranna individer. Det övergripande intresset för musikrelaterat innehåll på Snapchat var ganska lågt. Därför kan Snapchat användas som en kompletterande marknadsföringsåtgärd för att öka medvetenheten, men inte som enda marknadsföringsåtgärd.

The intent of this study was to explore to what extent loneliness, need for belonging, and parent-child relationships relate to time spent communicating via social media. The study also focused on predicting social media integration and vaguebooking, an attention seeking behavior on social media. Results from a sample of 471 college students indicated that need for belonging was related to more time spent communicating with friends online. Parent-child relationship, social anxiety, and loneliness were not significantly correlated with social media use. Need for belonging predicted social media integration and loneliness predicted vaguebooking. Histrionic symptoms significantly predicted both social media integration and vaguebooking behaviors, indicating that for those with histrionic traits, social media may reinforce attention seeking behaviors.

The introduction of Social Media (SM) into sports communications in professional leagues is disrupting the traditional methods of sports media relations. In the past, teams used websites to post information for fans, but it was strictly a one-way format of communication whereby a story was posted for fans to read. To fully engage with this new communication channel, the sports communications departments in professional leagues have begun to use SM to communicate directly with fans through platforms like Twitter and Facebook. Currently, SM like Twitter allows the team communication departments to communicate directly with fans in an interactive two-way format that is not mediated by a reporter or someone from a traditional media outlet. In addition, the open format of SM means that media relations staff are no longer the only intermediary between the media and the players; through the use of SM like Twitter, a professional athlete can now communicate directly to fans without gatekeepers like the media or the sports communications department of the team. This thesis will explore how SM has changed media relations from several different perspectives. The first perspective is related to the risks that are associated with the use of SM by professional athletes: without an intermediary or a filter for athlete-fan communication, many athletes have caused irreparable damage to their reputation and the reputation of their team. The second perspective is related to the benefits for teams that use SM as a platform to connect with fans: the ability to connect with fans using SM is new to sports communications and represents an interactive one-to-one and one-to-many mode of communication through which the fan can directly communicate with the team. Finally, this research will look at how Twitter has changed media relations in sports from the perspective of the lived experiences of people who work in sports media. To explore the risks associated with athletes’ use of social media, this research used Situational Crisis Communication Theory as a theoretical framework to explore reputation-damaging incidents that occurred through social media. The study reviewed national media stories reported in North America from 2009 to 2010 that were perceived to have negative impact on athletes’ reputation. In total, 17 incidents were reviewed — seven incidents in particular demonstrated the athlete as the source of the SM crisis. Through the review and categorization of these 17 situations, the study was able to identify four broad categories of situations that a sports communication manager needs to be prepared for. The four categories identified were “Rookie Reporter”, “Team Insider”, “Opportunist”, and “Imposter”. Each of these categories are invaluable for team communication managers to recognize in order to address the risks associated with social media. To explore the benefits associated with the communications department’s use of social media, this research used Uses and Gratification theory as a theoretical framework to explore how and why fans followed team Twitter accounts. This study was conducted in partnership with the Canadian Football League (CFL) and a total of 526 people responded to an online survey that was tweeted out to them for their feedback. The results of the survey indicated several significant findings — in particular, the phenomenon of converged sports fan consumption was identified, which has not been previously acknowledged in academic research. The phenomenon of converged sports fan refers to the multi-screen environment whereby a sports fan decides where, when, and how they want to consume sporting content. This research identified that in-game consumption of SM while watching television and the mobile consumption of SM are both dominant ways for fans to interact with their teams. This multi-modal format of connecting with the team supports the idea of Henry Jenkins’s Black Box Fallacy (2006, p. 13): as teams move forward in developing communications platforms to reach their fans, they will need to recognize that all channels can and do work together. In order to further understand how Twitter has changed sports media relations, the study used long semi-structured interviews with a phenomenological research design to understand how Twitter has impacted sports media relations. The phenomenological analysis of the informant interviews suggested that Twitter is the source of three themes of change: general media relations, mechanical job functions, and other changes specific to sports media relations. The significance of Twitter’s impact on sports media relations cannot be understated. With the ubiquitous use of SM like Twitter, it is important to understand how sports media relations can use SM to manage the image of their respective teams and athletes. After looking at SM and sports from three different perspectives, the pivotal finding was the role that Twitter and mobile communications play in ‘flattening’ sports media relations. Similar to how Friedman (2006) argued that the convergence of the personal computer drove globalization, Twitter and the increased adoption of mobile communications have flattened the role of sports media relations. This research will explain how the flattening of sports media relations happened and what the implications might be for sports media professionals.

Web2.0 erscheint als der neuer Hype nach der Ernüchterung aus der Dotcom-Blase am Anfang des neuen Jahrzehnts. Erstmals im Oktober 2004 von Tim O’Reilly formuliert, liefert der Begriff im Mai 2006 bereits 802 MegaGoogle. Was ist Web 2.0? Web 2.0 ist keine neue Technologie oder Anwendung. Web 2.0 ist kein neues Geschäftsmodell. Web 2.0 ist kein sozialer Trend. Web 2.0 ist kein neues Paradigma. Web 2.0 ist eine Kombination aller dieser Aspekte. Vernachlässigt man eine Dimension, wird man der Komplexität des Begriffes nicht gerecht. Der vorliegende Beitrag versucht die Frage der Relevanz der Web 2.0 - Entwicklung für Unternehmen oder Institutionen zu bewerten. Im ersten Teil erfolgt dazu eine systematische Betrachtung von Web 2.0 - Themen entlang verschiedener Dimensionen. Im zweiten Teil des Beitrags werden aktuelle Beispiele für konkrete Web 2.0 - Anwendungen im Bereich der Unternehmenskommunikation vorgestellt. Daraus werden zwei generelle Trends abgeleitet, die zu einer Paradigmenerweiterung der Unternehmenskommunikation führen: die Gestaltung von Informalität und der Übergang zum „Multilog“.

A new type of communities is gaining momentum on the web and is reshaping online communication and collaboration patterns and the way how information is consumed and produced [Gros04, Kolb06]. Examples of such communities are Wikipedia, MySpace, OpenBC, YouTube, Folksonomies, numerous Weblogs and others. In literature different terms can be found to denote the emerging and growing new phenomenon: social software [Bäch06] or peer production [Scho05]. In the year 2005, Tim O'Reilly popularized the term Web 2.0 [O'Reil05]. While the first two terms can be applied also to earlier, already established forms of online communities (for an overview see [Stan02]), the term Web 2.0 is mostly applied to emphasize the differences of emerging communities compared to earlier forms of online communities, encompassing various perspectives - technology, attitude, philosophy. (...)

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Viele der derzeit implementierten Portale beschränken sich darauf, vorhandene Applikationen ein neues Look & Feel zu geben und visuelle Präferenzen zu erfüllen. Zusätzlicher Mehrwert entsteht jedoch erst, wenn Kunden, Partnern und Mitarbeitern der Zugriff auf applikations- und unternehmensübergreifende Prozesse ermöglicht wird – das Portal also prozess- und nutzerorientiert ausgerichtet wird. Prozessportale als ein Instrument bilden dabei die Schnittstelle zwischen menschlichen Interaktionen und Geschäftsprozessen.

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Eine der Herausforderungen des Requirements Engineering (RE) ist, dass bei der Entwicklung eines Software-Systems sowohl die technischen Einzelheiten als auch der Kontext des Einsatzes berücksichtigt werden müssen. Wie schon andere Autoren bemerkt haben, ist RE ein sozio-technisches Unterfangen. Bei der Entwicklung von Desktop-Software zum Beispiel ist zu berücksichtigen, wie der einzelne Benutzer die Anwendung einsetzen wird. Im Bereich Computer Supported Cooperative Work (CSCW) ist der Einsatzkontext komplizierter, da Kommunikation und Interaktion zwischen Benutzern ebenfalls berücksichtigt werden müssen. Bei der Entwicklung einer Community of Practice (CoP) muss der Kontext noch weiter ausgedehnt werden, da Dinge wie Kooperation, Gruppenbildung bzw. Bildung von Netzwerken, Lernen etc. auch in die Anforderungen einfließen.