Understanding employee social media chatter with enterprise social pulse

N. Sadat Shami, Jiang Yang, Laura Panc, Casey Dugan, Tristan Ratchford, Jamie Rasmussen, Yannick Assogba, Tal Steier, Todd Soule, Stela Lupushor, Werner Geyer, Ido Guy, Jonathan Ferrar

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

15 Scopus citations

Abstract

The rise of social media in the enterprise has enabled new ways for employees to speak up and communicate openly with colleagues. This rich textual data can potentially be mined to better understand the opinions and sentiment of employees for the benefit of the organization. In this paper, we introduce Enterprise Social Pulse (ESP) - a tool designed to support analysts whose job involves understanding employee chatter. ESP aggregates and analyzes data from internal and external social media sources while respecting employee privacy. It surfaces the data through a user interface that supports organic results and keyword search, data segmentation and filtering, and several analytics and visualization features. An evaluation of ESP was conducted with 19 Human Resources professionals. Results from a survey and interviews with participants revealed the value and willingness to use ESP, but also surfaced challenges around deploying an employee social media listening solution in an organization.

Original languageEnglish
Title of host publicationCSCW 2014 - Proceedings of the 17th ACM Conference on Computer Supported Cooperative Work and Social Computing
PublisherAssociation for Computing Machinery
Pages379-392
Number of pages14
ISBN (Print)9781450325400
DOIs
StatePublished - 1 Jan 2014
Externally publishedYes
Event17th ACM Conference on Computer Supported Cooperative Work and Social Computing, CSCW 2014 - Baltimore, MD, United States
Duration: 15 Feb 201419 Feb 2014

Publication series

NameProceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW

Conference

Conference17th ACM Conference on Computer Supported Cooperative Work and Social Computing, CSCW 2014
Country/TerritoryUnited States
CityBaltimore, MD
Period15/02/1419/02/14

Keywords

  • Social analytics
  • Social listening
  • Social media
  • Workplace

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