Developing and Validating an Instrument for Social Content Management

Social content is important for successful innovation of services. To successfully leverage the value of social content, they need to be properly managed. To achieve this, factors that contribute to social content management must be identified and subsequently validated. In this article, eleven factors that impact upon social content management are highlighted. Taking into consideration the fact that social content management is still an evolving field of study, validation of these factors was done by employing the Delphi technique. Research had indicated that there are several different versions of the Delphi technique, and some researchers have criticized the method as non-rigorous. Thus, in this paper, it is highlighted that this issue could be tackled if the questionnaire instrument used to assess the expert’s opinion is developed by adhering to a rigid protocol. Embedded in this rigid protocol, are two measures of validity used which are the content validity ratio (CVR), and the mean of CVR, namely the content validity index (CVi). A total of 86 items are submitted for evaluation and based on the CVR value and comments from the content evaluation panel members, all items are acceptable, with minimal adjustments. The CVi measure returned a value of 0.99, which shows that the factors and the whole questionnaire are accepted. The questionnaire with the validated content could be used as an instrument to validate the factors that are affecting the management of social content. It is hoped that the factors would assist the organization in managing the social content effectively

Validating the social content management framework: a Delphi study

Today, organisations are resorting to social networks to engage with customers. These social media interactions result in social content, which, if well-managed, can lead to innovative improvements in the value offerings of the organisations. Thus, a proper social content management framework needs to be in place. However, there is a limited study in the concepts of social content and social content management. Based on literature review, this article articulates the components of the social content management framework and its building blocks based on the service science approach. The Delphi technique is used to validate the framework, which involved obtaining consensus among the experts by using a set of questionnaire. There are three components that are being validated, namely, factors that affect social content management, the definitions of social content and social content management, and the framework as a whole. It is hoped that the framework will be useful for researchers and practitioners in the field of social content management

Model nilai cipta-sama dalam sistem pengukuran prestasi

Proses peningkatan kualiti di setiap jabatan kerajaan akan dapat berjalan lancar dan berterusan dengan sokongan sistem pengukuran prestasi kualiti yang baik. Pengukuran prestasi merupakan satu kaedah penting yang menyokong keberkesanan program, membantu dalam penghasilan keputusan dan meningkatkan keberkesanan dalam komunikasi. Terdapat pelbagai faktor diambil kira dalam sistem pengukuran prestasi (SPP) sedia ada. Walau bagaimana pun, faktor sedia ada hanya bersifat kontekstual yang sesuai untuk keperluan persekitaran atau organisasi tertentu sahaja. Keadaan ini menyebabkan pembangun SPP tidak mempunyai satu model rujukan umum yang boleh dijadikan panduan untuk membangunkan SPP. Justeru satu model generik yang memenuhi keperluan ini perlu dibangunkan. Dengan menggunakan kaedah penyegitigaan berlelar yang bersandar kepada kajian kes yang diperoleh dari kajian kesusasteraan, faktor yang dikenalpasti kemudiannya dikelaskan berdasar kepada model nilai cipta-sama DART (Dialog, Akses, Risiko dan Telus). Model DART dipilih kerana ia merupakan satu model yang telah terbukti berkesan dalam menerap konsep nilai cipta sama yang merupakan satu konsep penting dalam pembangunan sistem. Model nilai cipta sama bagi SPP yang dihasilkan ini berjaya mengumpul faktor penting yang perlu diambil kira dalam pembangunan SPP