Exploring elements and factors in social content management for ICT service innovation

Abstract

Social media acts as a strategy to improve ICT service innovation in an organisation. The growth of social interaction requires the need for proper management of social content. With the importance of the social content for operational benefits, there is a need to understand elements and factors that affect social content management (SCM). This paper explores the elements and factors affecting SCM based on previous studies in enterprise content management. This article proposes 12 factors that are mapped to six elements which are strategy, people, content lifecycle, technology, governance, and strategic managerial aspect that would assist organisations in the decision-making process towards providing ICT service innovation.