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Companies are currently facing the challenge of understanding how their business is affected by the large volume of opinions continually generated by their stakeholders in social media regarding their intangible assets (experiences, emotions and attitudes). With this in mind, the purpose of this paper is to present an innovative management model, named E2AB, to measure and analyse reputational intangibles from digital ecosystems and their impacts on tangible assets.

The methodology applied was big data and business intelligence techniques. These methods were used in the computing process to obtain daily data from every asset guarantees that the model is validated with robust data. This model has been corroborated using data from the banking sector, specifically 402,383 net data inputs from the digital ecosystems.

This study illustrates the existence of a holistic influence of intangible assets over tangible assets. The findings demonstrate complex relationships between tangible and intangible assets, determined not only by the type of variable but also by its valence and intensity.

These findings may help chief communication officers and general managers a better understanding of how intangible assets extracted from online users’ opinions are related to their organisation’s tangible assets plus a chance to find out about their impact and how to manage them for a practical and agile decision making in real time.

It is a pioneering work in establishing a model, which demonstrates transversal and holistic relationships between relational intangible and tangible assets of firms from digital ecosystems, using business intelligence techniques.

The purpose of this paper is to propose a conceptual model that can be used to bridge organizational identity and reputation messages. The proposed model may help organizations more-effectively build and maintain both their desired identity as well as reputation.

The qualitative and exploratory procedure was used to develop a model for simultaneously managing and measuring both identity and reputation messages. The process of conceptualizing an exploratory, qualitative value model begins with identifying relevant concepts and measures. A qualitative review of reputation and identity scholarship was examined for recurring themes and concepts. These themes were then used to formulate the identity and reputation functions and value measures.

The proposed conceptual model presents characteristics and attributes that scholars and practitioners may need to consider when managing an organization’s identity and reputation messages online. The paper also presents potential applications of the model.

The proposed qualitative value model, if further tested and quantified, has three potential applications: integrating identity and reputation messages across multiple platforms; telling stories reflective of both identity and reputation messages; and determining the value of attribution across contingencies.

Considering the interrelated nature of identity and reputation messages, it is necessary to formulate a model delineating how the two may be bridged with one another. By proposing the conceptual model for how organizations may be able to align their identity messages with reputation messages, this paper hopes to establish a more conscious connection between the identity and reputation scholarship.

The study aims to offer a general review of website evaluation, with particular application to the winery tourism field. Automated website evaluation is explored as a complementary tool in the evaluation of small and medium enterprise (SME) winery websites.

The study adopted a mixed-method investigation including a critical review of winery website evaluation literature and analysis of winery website scores generated through a free service of a commercial automated evaluation scoring system.

No standards currently exist for winery website evaluation metrics and current evaluation processes suffer from human rater bias. An automated evaluation scoring system used in the study was able to discriminate between a sample of known best practice websites and other independently formed samples representing average wineries in the USA and in North Carolina.

Wineries and other small business tourism firms can benefit by incorporating automated website evaluation and benchmarking into their internet strategies. Reported human rater limitations noted in manual evaluation may be minimized using automated rating technology. Automated evaluation system metrics tend to be updated more frequently and offer better alignment with trending consumer expectations for website design.

The current study used an automated website quality evaluation tool that serves to move winery website design efforts forward and supports the goals of reputation management for tourism businesses relying on internet marketing.

The purpose of this paper is to introduce the concepts of key messages and key message integrity, and examines their viability for communication management scholars and practitioners in evaluating media relations activities. Key message integrity addresses not only what messages transfer, but also how well.

The authors analyzed 18 nonprofit organizations’ key messages and the messages’ integrity levels using content analysis on one month of their news coverage. In-depth interviews with eight of their media relations practitioners helped validate the concepts and the results.

The authors found five unique categories and functions of key messages: information concerned with dissemination, raison d’être concerned with purpose, categories concerned with positioning, resource management concerned with accounting for resources, and social relevance concerned with legitimacy. Findings also revealed varying levels of transmission and message integrity across the categories. Interviews revealed insights into challenges for communicating organizational key messages to the news media.

This study lays the foundation for additional research on key messages and key message integrity as useful metrics for communication management scholars and practitioners.

The purpose of this paper is to analyze the correlation between the Twitter activity of two airline companies and their stock performance at the Istanbul Stock Exchange (BIST).

Overall, 113,018 tweets were divided into 34,152 semantic and 78,866 share tweets. Semantic tweets are tweets mentioning company’s products or services and were labeled manually and with deep learning models. Share tweets were divided into 13,618 relevant and 65,248 irrelevant tweets.

A positive correlation was found between share tweets and stock performance. Semantic tweets did not display a correlation with stock performance. Relevant share tweets displayed as a strong correlation as all share tweets for one company. Also, the manual labeling of 8,000 tweets led to the discovery of many insights related to service provision in the airway industry, management of digital support channels, management of reputation on social media and using Twitter as a customer support platform.

Relevant share tweets comprise only 20% of all share tweets for one company and show the same level of correlation with stock performance. This means that the efficiency of business intelligence solutions created to monitor Twitter activity can be improved five times by saving computational power, network bandwidth and data storage.

Previous research has analyzed all Twitter activity taken together. By dividing tweets into semantic and share tweets, this paper illustrates that it is, in fact, share tweets that are correlated with stock performance and not semantic tweets.

The purpose of this paper is to provide insight into how a constellation of actors seek to define, shape, and reinvent the notion of organizational control at the confluence of social media (SM) and corporate reputational risk.

Following the approach suggested by Janesick (1998) and Denzin and Lincoln (1998), the authors undertook an in-depth qualitative analysis of a large number of data sources including interviews, best-selling books by renowned SM specialists, relevant press articles drawn from a Factiva search, and documents published by the Big Four firms and professional accounting institutes in Canada on how organizations should use SM to protect their reputational capital.

Four competing SM reputational risk control perspectives inductively emerged from the analysis: the Beyond Control frame, the Subveillance frame, the De-territorialization frame, and the Re-territorialization frame, with large accounting firms and professional accounting institutes especially promoting the latter.

The control literature has been criticized by many scholars as being in urgent need of updating. By inductively theorizing four original control frames in the SM arena, the research aims to move management control research in new directions.