Service-based software: the future for flexible software
APSEC '00 Proceedings of the Seventh Asia-Pacific Software Engineering Conference
Enabling Customer-Centricity Using Wikis and the Wiki Way
Journal of Management Information Systems
Finding high-quality content in social media
WSDM '08 Proceedings of the 2008 International Conference on Web Search and Data Mining
Workshop report from Web2SE 2011: 2nd international workshop on web 2.0 for software engineering
ACM SIGSOFT Software Engineering Notes
Towards systematic analysis of continuous user input
Proceedings of the 4th international workshop on Social software engineering
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Social media is impacting the way service offerings are deployed and delivered. Several social media service offerings have emerged in the past few years (e.g., Facebook, Twitter, LinkedIn). At the same time, more traditional kinds of service offerings are finding creative ways of making use of social media techniques (e.g., Dell Community). In this research, we analyze how software companies are finding ways to use social media techniques to gather feedback from users collectively. The following four factors and the way they influence the use of social media are analyzed in depth: company size, transparency, software deployment, and number of social media tools in use. Results of our analysis of software vendors that gather collective user feedback in this way are presented, concluding with a discussion on which attributes influence the way social media is used for collecting user feedback.