Success measurement of enterprise social networks

Abstract

Especially in the knowledge intensive service industry and times of virtual teams, there is a high need to support collaboration and information exchange between employees with IT.Whereas many organizations have recognized the great potential of Enterprise Social Networks (ESN) in this context, there is still a lack of well-founded and applicable approaches to make this potential visible i.e. to measure the success of ESN.To alleviate this drawback we propose a novel approach to measure ESN success covering the dimensions usage and business value.To illustrate the practical benefit and applicability of the novel approach, we provide an extensive real-world example from the service industry.In cooperation with a large financial services provider, the approach was successfully applied and led to an improved decision support for different stakeholder groups including system administrators and executive management.

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