A framework for improving user engagement in social BPM

Abstract

Businesses are increasingly focused on becoming flexible and versatile, and are moving away from the traditional business process management approach. Social BPM supports this as it involves the interaction and collaboration of users, using social software to improve business process management. However, the success of Social BPM is dependent on the participation of users. Therefore, organisations need to ensure that users are motivated enough to participate in the use of social software for creating and maintaining process models. This paper presents a Social BPM User Engagement Framework that combines theories from psychology and computer science disciplines on user motivation and online participation in the workplace. The framework is designed in three levels – organizational, social software and task, to improve user participation in Social BPM.