En estudio: Social Media as Means for Company Communication and Service Design

Paper original de: SpringerLink - Capítulo del libro

Communications in Computer and Information Science

Networked Digital Technologies Second International Conference, NDT 2010, Prague, Czech Republic, July 7-9, 2010. Proceedings, Part I

10.1007/978-3-642-14292-5_42

Filip Zavoral, Jakub Yaghob, Pit Pichappan and Eyas El-Qawasmeh

Elina Annanperä¹ and Jouni Markkula¹

(1)	Department of Information Processing Science, University of Oulu, P.O. Box 3000, FI-90014, Finland

Abstract

Service development in companies can have a new form when using social media as a communication interface. This communication can occur between company and its customers, but also the company’s internal communication using social media services can prove beneficial. In this paper, we review and analyze the use of social media as a means for company communication in general and specifically in the case of customer involvement in service development. As a result, we present guidelines for of using social media tools in companies for improving the customer centric service development process.

Keywords Social media - service development - service design - company communication - user involvement