Open Access Te Herenga Waka-Victoria University of Wellington
thesis_access.pdf (592.69 kB)

Integrating Social Media and Business Process Improvement: Value Propositions and Opportunities for Corporates

Download (592.69 kB)
posted on 2021-11-14, 05:13 authored by Durga, Ameera

The pervasiveness of social media and the pressure for corporates to be more agile in delivering to customer needs and expectations has led organisations to more business process improvement initiatives. Social Media’s features can drive organisation responsiveness to customer needs and change. Although social media is used aggressively in many businesses across the world, integration with business process improvement has not be been researched. This research focuses on the integration of social media into the business process improvement lifecycle to alleviate the current problems experienced in business process improvement. This research explores the current business process improvement issues and challenges and the value propositions of social media. A qualitative approach was used to collect data via multiple rounds of questionnaires with experts in business process improvement and social media. A conceptual research framework is proposed. Results are interpreted against the framework, leading to findings that include challenges and limitations. In practical terms, the research shows the possibilities and potential of social media in business process improvement by facilitating transparency, ease of communication and reducing cost during economic downturns. Despite extensive research in social media and business process improvement in their own right, there has been little progress on how the social media can be used as a tool in delivering business process improvements for organisations. Social media is an excellent collaboration tool for collecting valuable information for analysis and design from a larger stakeholder group. This paper addresses a gap in the literature relating to some of potential benefits of social media in business process improvement.


Copyright Date


Date of Award



Te Herenga Waka—Victoria University of Wellington

Rights License

Author Retains Copyright

Degree Discipline

Information Management

Degree Grantor

Te Herenga Waka—Victoria University of Wellington

Degree Level


Degree Name

Master of Information Management

ANZSRC Type Of Activity code

970115 Expanding Knowledge in Commerce, Management, Tourism and Services

Victoria University of Wellington Item Type

Masters Research Paper or Project



Victoria University of Wellington School

School of Information Management