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Surfacing Personas from Enterprise Social Media to Enhance Engagement Visibility

Venkatachalam, Ramiya
http://rave.ohiolink.edu/etdc/view?acc_num=osu1370882249

Abstract Details

2013, Master of Science, Ohio State University, Computer Science and Engineering.
Enterprise social media potentially plays a pivotal role in capturing useful insights about employee behavior. This thesis explores how, with the availability of social media analytics tools and methods, this potential is realized in effective decision making within the business processes of an enterprise. Specifically it proposes a generic analytics framework that provides visibility into employee engagement which is a measure of organizational effectiveness in the enterprise through data extracted from internal enterprise social media and other traditional data sources. This extracted data is called an "Engagement Persona". Here the standard employee profiles (factual information from human resource systems) are enhanced with behavioral insights derived from social media and captured interesting relationships that serve as rich information assets. The thesis shows that the Engagement Persona provides visibility that could ultimately reinforce engagement. Sample Engagement Personas are shown by implementing a working model of the proposed framework within a large insurance company that uses Yammer - a micro blogging system to update colleagues on company events, ask work-related questions, and broadcast problem situations. Further, the implementation showed large classes of messages revealing user intent. These were aggregated into a form reflecting the user's underlying Engagement Persona. This holistic view of each employee was shown to be valuable for business roles like management, communications and the Human Resources. The value is in providing visibility into aspects of employee engagement thus leading to smarter management decision-making. Feedback from these roles shows that they are satisfied with the improved visibility and ability to respond on a timelier basis to engagement changes. Thus the thesis shows the framework helps in boosting engagement activities and also fosters better knowledge sharing across the different business units of the enterprise.
Jayashree Ramanathan, Dr. (Advisor)
Rajiv Ramnath, Dr. (Committee Member)
94 p.
Computer Engineering; Computer Science
text analytics; engagement persona; triplestore; summarization

Recommended Citations

Citations

  • Venkatachalam, R. (2013). Surfacing Personas from Enterprise Social Media to Enhance Engagement Visibility [Master's thesis, Ohio State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=osu1370882249

    APA Style (7th edition)

  • Venkatachalam, Ramiya. Surfacing Personas from Enterprise Social Media to Enhance Engagement Visibility . 2013. Ohio State University, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=osu1370882249.

    MLA Style (8th edition)

  • Venkatachalam, Ramiya. "Surfacing Personas from Enterprise Social Media to Enhance Engagement Visibility ." Master's thesis, Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1370882249

    Chicago Manual of Style (17th edition)

osu1370882249
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© 2013, all rights reserved.
This open access ETD is published by The Ohio State University and OhioLINK.