Exploring Social Media Metrics: A Comprehensive Literature Review on Assessing Post-Digitalisation Outcomes in Companies from a People-Centric Perspective

Abstract

Assessment of post-digitalisation outcomes in companies remains a pressing concern for stakeholders in industry, and metrics from social media engagements could offer valuable insights that may be beneficial from a people-centric perspective. Yet, there remains a significant lack of comprehensive exploration of these metrics. This review evaluates the state of the art of academic literature on the subject of social media engagement as evaluative indicators of the outcome of digitalisation in companies. Drawing from a people-centric perspective, a qualitative methodological approach examined peer-reviewed articles selected for the literature review. Results underscore the nuanced interplay between social media engagement metrics and post-digitalisation outcomes and offers valuable theoretical and practical insights beneficial to stakeholders both in industry and the academia. The study concludes by advocating for a deeper, more industry-specific exploration of engagement metrics in assessing post-digitalisation outcomes in companies.