A critical analysis of the social media policies in Ontario's healthcare system

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Moutasem A. Zakkar ◽  
Samantha B. Meyer ◽  
Craig R. Janes
Keyword(s):  
Social Media ◽  
Healthcare System ◽  
Healthcare Professionals ◽  
Service Providers ◽  
Qualitative Content Analysis ◽  
Unintended Consequences ◽  
Revolutionary Change ◽  
Content Type ◽  
The Social ◽  
Patient Stories

PurposeSocial media has made a revolutionary change in the relationship between the customers and business or service providers by enabling customers to publish and share feedback and views about product or service quality. This revolutionary change has not been echoed in some healthcare systems. This study analyses the social media policies of healthcare regulatory authorities in Ontario and explores how these policies encourage or discourage healthcare professionals' use of social media for collecting patient stories and understanding patient experience.Design/methodology/approachThe study used qualitative content analysis to analyse the policy documents, focusing on the manifest themes in these documents. It used convenient sampling to select 12 organizations, including regulating and licensing bodies and health service delivery organizations in Ontario. The authors collected 24 documents from these organizations, including policies, practice standards and social media learning materials.FindingsIn Ontario's healthcare system, social media is perceived as a source of risks to the healthcare professions and professionals. Healthcare regulators emphasize that the codes of conduct and professional standards extend to social media. The study found no systematic recognition of patient stories on social media as a source of information on healthcare quality that can be useful for healthcare professionals.Originality/valueThe study identifies potential unintended consequences of social media policies in the healthcare system and calls for policy and cultural changes to enable the development of safe social media platforms that can facilitate interaction between healthcare providers and patients, when necessary, without the fear of legal consequences or privacy breaches.

Measuring the impact of COVID-19 papers on the social web: an altmetric study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Metwaly Ali Mohamed Edakar ◽  
Ahmed Maher Khafaga Shehata
Keyword(s):  
Social Media ◽  
Social Impact ◽  
Service Providers ◽  
Research Performance ◽  
Future Research ◽  
Content Type ◽  
The Social ◽  
Social Media Platforms ◽  
Number Of Citations ◽  
The Impact

Purpose The rapid spread and severity of the coronavirus (COVID-19) virus have prompted a spate of scholarly research that deals with the pandemic. The purpose of this study is to measure and assess the coverage of COVID-19 research on social media and the engagement of readers with COVID-19 research on social media outlets. Design/methodology/approach An altmetric analysis was carried out in three phases. The first focused on retrieving all papers related to COVID-19. Phase two of the research aimed to measure the presence of the retrieved papers on social media using altmetric application programming interface (API). The third phase aimed to measure Mendeley readership categories using Mendeley API to extract data of readership from Mendeley for each paper. Findings The study suggests that while social media platforms do not give accurate measures of the impact as given by citations, they can be used to portray the social impact of the scholarly outputs and indicate the effectiveness of COVID-19 research. The results confirm a positive correlation between the number of citations to articles in databases such as Scopus and the number of views on social media sites such as Mendeley and Twitter. The results of the current study indicated that social media could serve as an indicator of the number of citations of scientific articles. Research limitations/implications This study’s limitation is that the studied articles’ altmetrics performance was examined using only one of the altmetrics data service providers (altmetrics database). Hence, future research should explore altmetrics on the topic using more than one platform. Another limitation of the current research is that it did not explore the academic social media role in spreading fake information as the scope was limited to scholarly outputs on social media. The practical contribution of the current research is that it informs scholars about the impact of social media platforms on the spread and visibility of COVID-19 research. Also, it can help researchers better understand the importance of published COVID-19 research using social media. Originality/value This paper provides insight into the impact of COVID-19 research on social media. The paper helps to provide an understanding of how people engage with health research using altmetrics scores, which can be used as indicators of research performance.

Examining social media branding profiles of logistics service providers

2020 ◽  
Vol 35 (12) ◽  
pp. 2023-2038
Author(s):  
Cemre Serbetcioglu ◽  
Aysu Göçer
Keyword(s):  
Social Media ◽  
Service Sector ◽  
Service Providers ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
The Social ◽  
Branding Strategies ◽  
Media Channels ◽  
Business To Business

Purpose The purpose of this paper is to examine the social media profiles of logistics service providers, and understand how they use social media for elevating their services and differentiating their brands across industrial partners. Design/methodology/approach A content analysis was conducted on 3,215 social media posts, which were gathered from the official Facebook, Twitter, Instagram and LinkedIn pages of seven logistics service providers operating in Turkey. Findings The results demonstrated that logistics service providers engage with multiple social media channels with different branding motives, and that each company has a unique social media profile. The benchmarking analysis also revealed the branding strategies commonly pursued by the companies, and also indicated the alternative themes that differentiate their brands across their competitors. Research limitations/implications The findings contribute to the literature on the utilization of social media by business-to-business companies, particularly for logistics service providers, and recommend a frame of benchmarks for practitioners in the development of more effective social media branding strategies in services context. Originality/value Studies explaining the social media engagement of business-to-business companies in service sector are lacking, and also, the services branding literature in the context of social media is rather scarce. This study investigates the social media profiles of logistics service providers and explores how they use social media for branding their services.

An exploration of logistics-related customer service provision on Twitter

2016 ◽  
Vol 46 (6/7) ◽  
pp. 659-680 ◽  
Author(s):  
Jyotirmoyee Bhattacharjya ◽  
Adrian Ellison ◽  
Sonali Tripathi
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Service Providers ◽  
Third Party ◽  
Future Research ◽  
Content Type ◽  
The Social ◽  
Specific Order ◽  
Independent Observations ◽  
Social Media Platforms

Purpose – The success of e-retailers is intrinsically linked to the effectiveness of their logistics processes which, inevitably, involve third party service providers. As the most tangible representative of the e-retailers it is inevitable that customers expect the e-retailer to resolve delivery queries, including on social media platforms. The purpose of this paper is to investigate the effectiveness of e-retailers’ logistics-related customer service interactions on Twitter with a view towards identifying effective and ineffective social media customer service strategies. Design/methodology/approach – The design and public nature of Twitter encourages organic conversations between e-retailers and customers as well as between customers and other customers. The methodology applied here accounts for this by collecting and analysing interactions within and as part of conversations, not as independent observations. In total, 203,349 tweets were collected from 22 of the most popular e-retailers. A random sample of 5,000 logistics-related conversations (16,998 tweets) is used for the analysis presented here and forms a foundation for future research. Findings – Conversations are initiated by customers on the basis of 24 event triggers which can be categorised as occurring either before or after an order is delivered. These can be general queries or related to a specific order or delivery issue. The paper identifies a number of significant findings such as the extent to which e-retailers and logistics providers redirect customers to other channels to resolve queries, ignoring the implicit preference by customers to use Twitter to resolve their problem. Similarly, the lack of interactions between e-retailers and their logistics providers within the Twitter platform to help resolve customer queries results in ineffective customer service. Practical implications – The study identifies the way in which e-retailers can substantially improve the effectiveness of the customer service they provide on Twitter by ensuring that customer queries can be resolved within the platform and by working with their logistics partners to do the same. This is critical since problems may be directed to the e-retailer or the logistics provider but both companies jointly suffer the consequences of poor customer service. Originality/value – The study examines a hitherto underexplored aspect of retail logistics – the social media-based customer service activities of e-retailers. Methodologically, the study is rooted in the acknowledgement that interactions on Twitter form conversations and analyses should take this into account. This is a distinctly different approach from existing Twitter-related studies which conduct an automated sentiment analysis of tweets. This approach reveals a rich picture of interactions and, importantly, identifies where conversations between e-retailers begin, how they develop and how they conclude.

Self-disclosure of social media users in Indonesia: the influence of personal and social media factors

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mona Natasha Siahaan ◽  
Putu Wuri Handayani ◽  
Fatimah Azzahro
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Service Providers ◽  
Age Groups ◽  
Emotional Needs ◽  
Self Disclosure ◽  
Content Type ◽  
Social And Emotional ◽  
Equation Modelling ◽  
Group Data

PurposeIn the context of social media (SM) use, self-disclosure (SD) behaviour meets users' social and emotional needs, but it is also accompanied by risks that can harm users. This paper aims to identify the factors that influence users' SD behaviour on SM in Indonesia, using a comparative analysis based on age groups.Design/methodology/approachA survey was conducted on 2,210 respondents who were active SM users in Indonesia. Data were processed and analysed using covariance-based structural equation modelling with AMOS 24.0 software.FindingsResults indicate that, in the overall age group data, factors such as use of information (UI), trust, privacy control (PC), interactivity, perceived benefits (PB) and perceived risks (PR) influence users' SD behaviour. This research also found differences in the characteristics of SD behaviour between age groups.Originality/valueFindings from this study can help SM service providers to evaluate the credibility and reliability of their platforms to encourage user retention.

Is this mine? Psychological ownership and the social media follower

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Caroline S.L. Tan
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Vital Role ◽  
Psychological Ownership ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
The Social ◽  
Social Currency ◽  
Different Levels

Purpose The purpose of this study is to examine psychological ownership (PO) experienced by followers of social media influencers toward both influencer and the product. Design/methodology/approach Data were collected using face-to-face semi-structured interviews that were conducted with 30 respondents and analyzed using thematic analysis. Findings The study demonstrated that the PO experienced by the follower changes under different conditions resulting from perceived value, social currency and follower activity. Social currency plays a vital role in determining the target of PO, often affecting the narrative by the follower. Originality/value To the best of the author’s knowledge, this is the first paper to examine the transference of PO between product and influencer as experienced by the follower. It provides an understanding on PO that is experienced in different levels of intensity and changes depending on the motive of the follower; hence, transference of PO occurs and it is not a static.

Should I suggest this YouTube clip? The impact of UGC source credibility on eWOM and purchase intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mazzini Muda ◽  
Muhammad Iskandar Hamzah
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Source Credibility ◽  
Equation Modeling ◽  
Content Type ◽  
The Social ◽  
The Impact

PurposeIn spite of the increasing organic and interactive marketing activities over social media, a general understanding of the source credibility of voluntary user-generated content (UGC) is still limited. In line with the social identity theory, this paper examines the effects of consumers' perceived source credibility of UGC in YouTube videos on their attitudes and behavioral intentions. Additionally, source homophily theory is included to predict the antecedent of source credibility.Design/methodology/approachThree hundred and seventy two Generation Y respondents were interviewed using snowball sampling. Data were analyzed with component-based structural equation modeling technique of partial least squares-structural equation modeling (PLS-SEM).FindingsFindings confirmed that perceived source credibility indirectly affects purchase intention (PI) and electronic word-of-mouth via attitude toward UGC. Besides, perceived source credibility mediates the effect of perceived source homophily on attitude toward UGC.Practical implicationsSince today's consumers have begun to trust and rely more on UGC than company-generated content on social media when making purchase decisions, companies may reconsider democratizing certain aspects of their branding strategies. Firms may fine-tune their marketing communication budgets – not only just by sponsoring public figures and celebrities but also by nurturing coproductive engagements with independent content creators who are ordinary consumers. Endowed with their imposing credibility, these micro-influencers and prosumers have high potentials to be uplifted to brand ambassadors.Originality/valueWhile consumers' purchase outcome can be measured easily using metrics and analytics, the roles of source homophily in stages leading up to the purchase is still elusive. Drawing on the rich theoretical basis of source homophily may help researchers to understand not only how credibility and attitude are related to PI but also how this nexus generates positive word of mouth among UGC followers within the social media circles.

New Indian online rules risk state overreach and abuse

2021 ◽  
Keyword(s):  
Social Media ◽  
News Media ◽  
Public Discourse ◽  
Hate Speech ◽  
Central Government ◽  
Service Providers ◽  
Online News ◽  
Content Type ◽  
Digital Service ◽  
The Government

Significance The new rules follow a stand-off between Twitter and the central government last month over some posts and accounts. The government has used this stand-off as an opportunity not only to tighten rules governing social media, including Twitter, WhatsApp, Facebook and LinkedIn, but also those for other digital service providers including news publishers and entertainment streaming companies. Impacts Government moves against dominant social media platforms will boost the appeal of smaller platforms with light or no content moderation. Hate speech and harmful disinformation are especially hard to control and curb on smaller platforms. The new rules will have a chilling effect on online public discourse, increasing self-censorship (at the very least). Government action against online news media would undercut fundamental democratic freedoms and the right to dissent. Since US-based companies dominate key segments of the Indian digital market, India’s restrictive rules could mar India-US ties.

Getting acquainted with social networks and apps: talking about TikTok

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Katie Elson Anderson
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Literature Review ◽  
Design Methodology ◽  
Research Literature ◽  
Content Type ◽  
Social Media Platform ◽  
The Social ◽  
Media Platform ◽  
Information Professionals

Purpose This paper aims to provide information and promote discussion around the social media platform TikTok. Design/methodology/approach Research, literature review. Findings Libraries and library and information professionals should be aware of the potential of TikTok for engagement and information sharing. Originality/value Adds to the research on the social media platform TikTok.

Understanding the social media interactivity paradox: the effects of social media interactivity on communication quality, work interruptions and job performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiangyu Liu ◽  
Bowen Zheng ◽  
Hefu Liu
Keyword(s):  
Social Media ◽  
Job Performance ◽  
Organizational Outcomes ◽  
Survey Study ◽  
Communication Quality ◽  
Media Dependency ◽  
Content Type ◽  
Work Interruptions ◽  
The Social ◽  
Use Of Social Media

PurposeAlthough social media is widely used for organizational communication, studies have begun to show its controversial effects on job performance in the workplace. To investigate these effects, this study developed a conceptual framework for how social media interactivity affects communication quality and work interruption, as well as how such effects impact job performance.Design/methodology/approachThe proposed theoretical model was empirically validated through a survey study of 556 employees in China.FindingsThe results verified a social media interactivity paradox that indicated social media interactivity increased both communication quality and work interruptions. The results further showed that high levels of social media dependency were a detriment to organizations.Originality/valueThis study verified the existence of a social media interactivity paradox in the use of social media for workplace communication. Moreover, results revealed that the effect of social media interactivity on organizational outcomes depends on its respective dimensions.

The new marketing solutions that will drive strategy implementation

2016 ◽  
Vol 44 (3) ◽  
pp. 20-26 ◽  
Author(s):  
Kenneth Alan Grossberg
Keyword(s):  
Social Media ◽  
Digital Technology ◽  
Design Methodology ◽  
Content Type ◽  
Marketing Automation ◽  
Marketing Innovation ◽  
The Social ◽  
Efficiency And Effectiveness ◽  
Media Platform ◽  
Practical Implications

Purpose Delineate the strategic implications for three new marketing trends based on digital technology. Design/methodology/approach The author looks at how strategy is being affected by: Marketing automation, where artificial intelligence is used to help win a customer and optimize the search for such potential prospects. Social media, which blends the personal and the businesslike and provides opportunities for engagement with the client on an almost real-time, personalized basis. The manipulation of huge quantities of “Big Data” to increase the efficiency and effectiveness of marketing automation and of deriving value from social media. Findings Under all emerging digital technology scenarios, the marketer’s job becomes more complex and more central to the interaction between the customers and the corporation. Practical implications Social marketing will increasingly involve co-creation of product and brand story with customers, experienced-based marketing and more sophisticated management of the interface between the social media platform and automated marketing. Originality/value This article identifies the integral relationship between advances in marketing technology and strategic opportunities for marketing innovation.

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