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Article
Publication date: 14 August 2017

Jayan Chirayath Kurian and Blooma Mohan John

The purpose of this paper is to explore themes eventuating from the user-generated content posted by users on the Facebook page of an emergency management agency.

Abstract

Purpose

The purpose of this paper is to explore themes eventuating from the user-generated content posted by users on the Facebook page of an emergency management agency.

Design/methodology/approach

An information classification framework was used to classify user-generated content posted by users including all of the content posted during a six month period (January to June 2015). The posts were read and analysed thematically to determine the overarching themes evident across the entire collection of user posts.

Findings

The results of the analysis demonstrate that the key themes that eventuate from the user-generated content posted are “Self-preparedness”, “Emergency signalling solutions”, “Unsurpassable companion”, “Aftermath of an emergency”, and “Gratitude towards emergency management staff”. Major user-generated content identified among these themes are status-update, criticism, recommendation, and request.

Research limitations/implications

This study contributes to theory on the development of key themes from user-generated content posted by users on a public social networking site. An analysis of user-generated content identified in this study implies that, Facebook is primarily used for information dissemination, coordination and collaboration, and information seeking in the context of emergency management. Users may gain the benefits of identity construction and social provisions, whereas social conflict is a potential detrimental implication. Other user costs include lack of social support by stakeholders, investment in social infrastructure and additional work force required to alleviate the technological, organisational, and social barriers in communication among stakeholders in emergency management. A collective activity system built upon the Activity Theory was used as a lens to describe users’ activity of posting content on the Facebook page of an emergency management agency.

Practical implications

By analysing the findings, administrators and policy makers of emergency management could identify the extent to which the core principles of disaster recovery are accomplished using public social networking sites. These are achieved in relation to: pre-disaster recovery planning; partnership and inclusiveness; public information messaging; unity of effort; and, psychological recovery to maximise the success of recovery in a disaster. Furthermore, a core principle which evoked a mixed response was timeliness and flexibility.

Originality/value

Previous studies have examined the role of social networking sites in disastrous situations, but to date there has been very little research into determining themes found in user-generated content posted on the Facebook page of an emergency management agency. Hence, this study addresses the gap in literature by conducting a thematic analysis of user-generated content posted on the Facebook page of the Federal Emergency Management Agency.

Details

Online Information Review, vol. 41 no. 4
Type: Research Article
ISSN: 1468-4527

Keywords

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Article
Publication date: 2 February 2015

Michel M Haigh and Shelley Wigley

– The purpose of this paper is to (n=472) examine how negative, user-generated content on Facebook impacts stakeholders’ perceptions of the organization.

Abstract

Purpose

The purpose of this paper is to (n=472) examine how negative, user-generated content on Facebook impacts stakeholders’ perceptions of the organization.

Design/methodology/approach

At Phase 1, stakeholders’ perceptions about the organization – public relationship, corporate social responsibility, attitude toward the organization, and reputation of the organization were assessed. A week later, at Phase 2, participants were exposed to negative Facebook comments. This study employed the theory of inoculation as a way to bolster stakeholders’ attitudes to protect against attitude shift following exposure to negative, user-generated comments.

Findings

Paired sample t-tests indicate stakeholders’ perceptions of the organization – public relationship and corporate social responsibility significantly decrease after stakeholders read negative, user-generated content. The pattern of means supports the idea inoculation can prevent against attitude shift.

Practical implications

Strategic communication professionals should be aware of the impact negative posts can have and develop a strategy to respond to negative comments on Facebook.

Originality/value

There is limited experimental research examining the impact of negative Facebook posts on stakeholders. It extends current literature and provides practitioners with some guidance on the impact of negative, user-generated content.

Details

Corporate Communications: An International Journal, vol. 20 no. 1
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 9 November 2015

Jayan Chirayath Kurian

– The purpose of this paper is to explore the type and implications of user-generated content posted by users of an open access institutional repository (DSpace) on Facebook.

Abstract

Purpose

The purpose of this paper is to explore the type and implications of user-generated content posted by users of an open access institutional repository (DSpace) on Facebook.

Design/methodology/approach

The identified user-generated content was organised into three categories: personal; professional; and social information. It encompassed all content from the members of the “DSpace” Facebook group, posted during the seven-year period (2007-2014). The posts were read and analysed to identify and categorise user-generated content posted by users to determine how Facebook is used by open access repository users.

Findings

The results of analysis demonstrate the importance of social information posted by users over personal and professional information. Major types of user-generated content posted by users in the social information category were request, greetings, status-update, and announcement. Further, there has been a threefold increase in the number of user postings in the last two years (2013-2014), when posts were analysed over a seven-year period.

Research limitations/implications

This study contributes to the theory on the implications eventuating from user-generated content posted by users of an open access institutional repository. An analysis of user-generated content identified in this study implies that users of DSpace open access repository are primarily using Facebook for information seeking, relationship building, and knowledge dissemination.

Practical implications

By analysing the findings, administrators and policy makers of open access repositories could identify the extent of user support in the form of technical assistance, improved sustainability of supported projects, user community development, marketing and communications required to sustain open access scholarly communication.

Originality/value

Previous studies examined how social networking sites have been used for a different purpose (interaction, collaboration, and discussion), but to date there has been very little research into the use of Facebook, a public social networking site, by open access repository users. Hence, this study addresses this gap in the literature by an interpretive analysis of user-generated content posted by users on the “DSpace” Facebook group.

Details

Online Information Review, vol. 39 no. 7
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 12 October 2015

Ángel Herrero, Héctor San Martín and José M. Hernández

The purpose of this paper is to advance in research on consumer psychology of hospitality, since it investigates how online search behavior of users (particularly…

Abstract

Purpose

The purpose of this paper is to advance in research on consumer psychology of hospitality, since it investigates how online search behavior of users (particularly, information search and choice) is influenced by the opinions of other people in a new context characterized by the generalized use of Web 2.0 applications.

Design/methodology/approach

Empirical research was carried out in the hotel sector in Iberian Peninsula, where two Web 2.0 applications are especially relevant for users: the review Web sites and the hotel interactive Web sites. A qualitative method (in-depth interviews with hotel managers) and a quantitative technique (personal surveys to a sample of 830 users) were used to conduct this research.

Findings

The results indicates that the perceived influence on behavior of the user-generated content on these Web 2.0 applications is determined, in both cases, by the value of the information, the credibility of the sources and the degree of similarity between the user and the creators of content.

Practical implications

Firms should have an active presence in the review Web sites and the hotel interactive Web sites, and use these platforms for market research and communication. Firms should engage users to post content, support their credibility and facilitate the evaluation of the content generators’ similarity.

Originality/value

This paper is the first study in the hospitality literature that develops and empirically tests an integrative model explaining the perceived influence on behavior of user-generated content on Web 2.0 applications.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 7
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 30 July 2018

Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

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Article
Publication date: 5 August 2019

Carolina Herrando, Julio Jimenez-Martinez and M.J. Martin-De Hoyos

The proliferation of social commerce websites has allowed consumers to share and exchange information, experiences, advice and opinions. Recently, information provided by…

Abstract

Purpose

The proliferation of social commerce websites has allowed consumers to share and exchange information, experiences, advice and opinions. Recently, information provided by users has been considered more trustworthy than the information shared by companies. However, the way in which users interact with technology can vary with age, and generational cohorts show different shopping behaviors, interests and attitudes. Hence, the way users process information (user-generated vs company-generated) can affect trust differently. Drawing on the trust transfer theory and the generational cohort theory, the purpose of this paper is to analyze the effects on user- and company-generated information in boosting trust of three different cohorts (Generation X, Y and Z).

Design/methodology/approach

The data were collected through an online survey. The sample comprised 715 users of social commerce websites, aged between 16 and 55 years old. The study was analyzed using partial least squares with the statistical software Smart PLS 3.

Findings

The empirical results show that generational cohorts show different patterns. Generation X transfers trust to social commerce websites mainly from trust in information generated by companies, while Generation Z transfers trust mainly from information generated by users. Finally, Generation Y, in contrast to previous findings about millennials, develops trust based on company-generated information to an even greater extent than does Generation X.

Originality/value

The originality of this study lies in its analysis of generational differences when it comes to trusting one type of information over another. This study contributes to the idea that users cannot be considered as a whole but must be segmented into generational cohorts.

Details

Internet Research, vol. 29 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 30 January 2009

Guosong Shao

Usergenerated media (UGM) like YouTube, MySpace, and Wikipedia have become tremendously popular over the last few years. The purpose of this paper is to present an…

Abstract

Purpose

Usergenerated media (UGM) like YouTube, MySpace, and Wikipedia have become tremendously popular over the last few years. The purpose of this paper is to present an analytical framework for explaining the appeal of UGM.

Design/methodology/approach

This paper is mainly theoretical due to a relative lack of empirical evidence. After an introduction on the emergence of UGM, this paper investigates in detail how and why people use UGM, and what factors make UGM particularly appealing, through a uses and gratifications perspective. Finally, the key elements of this study are summarized and the future research directions about UGM are discussed.

Findings

This paper argues that individuals take with UGM in different ways for different purposes: they consume contents for fulfilling their information, entertainment, and mood management needs; they participate through interacting with the content as well as with other users for enhancing social connections and virtual communities; and they produce their own contents for self‐expression and self‐actualization. These three usages are separate analytically but interdependent in reality. This paper proposes a model to describe such interdependence. Furthermore, it argues that two usability attributes of UGM, “easy to use” and “let users control,” enable people to perform the aforementioned activities efficiently so that people can derive greater gratification from their UGM use.

Originality/value

UGM are an extremely important topic in new media scholarship, and this study represents the first step toward understanding the appeal of UGM in an integrated way.

Details

Internet Research, vol. 19 no. 1
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 11 March 2019

Bruno Oliveira and Beatriz Casais

User-generated content and online reviews are highly relevant in purchase decision in the hospitality sector, including restaurants, but there is a lack of knowledge about…

Abstract

Purpose

User-generated content and online reviews are highly relevant in purchase decision in the hospitality sector, including restaurants, but there is a lack of knowledge about the effect of sharing pictures in this context. This study aims to focus on the relevance of user-generated photos in online platforms for restaurants’ selection.

Design/methodology/approach

A research was conducted with a sample of 319 residents of Porto region, who had at least one meal in a restaurant over the 30 days before the answer of the survey and had searched online to select the restaurant.

Findings

The results show that while doing online research about restaurants, it is important for potential consumers to find pictures of food and physical evidences of restaurants generated by other users. Findings also show that consumers find user-generated photos especially at websites of reviews, although the importance of restaurant owned platforms, such as official social media pages and websites.

Practical implications

The research results appeal restaurant managers to understand the importance of user-generated photos in online platforms by promoting photo sharing in their restaurants with appropriate marketing activities for that purpose.

Originality/value

This paper expands the state-of-the-art about the importance of user-generated content, focusing on the importance of photos from restaurants shared by consumers in online platforms.

研究目的

用户生成内容和在线评论, 与酒店行业, 包括饭店业中的购买决策是密不可分的。但是在这个研究领域里, 对于分享照片的影响力还尚未可知。本论文旨在研究在线平台中的用户生成照片对于饭店选择的影响。

研究设计/方法/途径

本论文采用问卷采样形式, 问卷样本为在30天之内通过上网搜索选择饭店并且就餐至少一次的葡萄牙波尔图地区居民, 有效样本数量为319份。

研究结果

人们在上网搜索饭店时, 找到食物图片和其他用户生成的有关饭店评论对于消费者决策有着至关重要的作用。本论文结果还表明, 尽管饭店运营的在线平台比如官方社交媒体网页和网站等很重要, 但是消费者在决策中最考虑的因素是那些评论型网站, 消费者会更倾向于找到用户生成的图片来帮助他们的消费决策。

研究实践意义

本论文结果对于饭店管理者理解在线平台的用户生成图片的重要性有着很大的启示。本论文建议其管理者应该使用适当的营销手段来促使自己饭店的相关照片得到用户的分享。

研究原创性/价值

本论文拓展了用户生成内容的现有认识, 研究了饭店照片被消费者分享到在线平台的重要性。

关键词

线上口碑效应 e-WOM、在线平台 、在线评论 、照片分享 、饭店管理 、社交媒体 、用户生成内容

纸张类型

研究论文

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

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Article
Publication date: 9 September 2019

Welf H. Weiger, Hauke A. Wetzel and Maik Hammerschmidt

Firms increasingly rely on content marketing to trigger user engagement in social media brand communities. The purpose of this paper is to examine how three generic types…

Abstract

Purpose

Firms increasingly rely on content marketing to trigger user engagement in social media brand communities. The purpose of this paper is to examine how three generic types of marketer-generated content (affiliative, injunctive and utilitarian content) drive user engagement by considering distinct motivational paths and the role of users’ preference for intimate (vs broad) social networks.

Design/methodology/approach

The authors conduct a field survey and a scenario experiment among social media users across different brands from three different product categories. They examine the impact of marketer-generated content on user engagement while considering the moderating role of network intimacy (i.e. the mutual confiding within a user’s social network in terms of small social circles) and the mediating role of user motivations (i.e. autonomous vs controlled motivation for community membership).

Findings

The findings show that affiliative content (i.e. content that highlights shared values) drives user engagement through autonomous motivation, and utilitarian content (i.e. content that highlights tangible benefits) drives user engagement through controlled motivation. Notably, injunctive content (i.e. content that demands specific user behavior) is not a promising instrument to increase user engagement in social media brand communities when not targeted correctly.

Research limitations/implications

The authors link three generic content types derived from literature on communal systems to user engagement, demonstrate the motivational underpinnings of their translation into engagement behavior and show that network intimacy can explain why the same content type can impact user engagement through two motivational paths.

Practical implications

The authors present three types of content that marketers can craft to trigger users to engage with a brand’s social media community and show when this content is most effective and why. By examining the moderating role of network intimacy, this research aims at providing targeting implications to social media marketers.

Originality/value

This research provides new insights on the effectiveness of marketer-generated content. The authors reveal two motivational paths that compete in explaining the overall effectiveness of different types of marketer-generated content to fuel user engagement. The authors further demonstrate that these relationships depend on the intimacy of a user’s circle of online friends.

Details

European Journal of Marketing, vol. 53 no. 9
Type: Research Article
ISSN: 0309-0566

Keywords

Content available
Article
Publication date: 4 March 2019

Viriya Taecharungroj

The purpose of this paper is to use user-generated content (UGC) on social media platforms to infer the possible place brand identities of two famous metropolitan areas in…

Abstract

Purpose

The purpose of this paper is to use user-generated content (UGC) on social media platforms to infer the possible place brand identities of two famous metropolitan areas in Bangkok, Thailand, namely, Khaosan Road and Yaowarat (Bangkok’s Chinatown), both of which are famous for their street vendors and nightlife. These two places are interesting study sites because of recent identity conflicts among their stakeholders. The method developed in this research can help other places to better understand place brand identities and, as such, effectively plan for and manage those places.

Design/methodology/approach

The author used content analysis to study 782 user-generated images on Flickr and 9,633 user-generated textual reviews of Khaosan Road and Yaowarat from TripAdvisor and Google Maps’ Local Guide. MAXQDA was used to code all the images. User-generated textual reviews were studied using Leximancer. The author also introduced a positivity of concept analysis to identify positive and negative components of place brand identity.

Findings

The author developed a place brand identity framework that includes three pillars, namely, place physics, place practices and place personality. Content analysis of the images generated 105 codes and a count of the frequency of the codes that represent place brand identity. Content analysis of textual reviews created the concepts in the three pillars and identified the positive and negative concepts for both places. The results of both image and text analyses showed that street food vending is one of the most salient components of place brand identity for both Khaosan Road and Yaowarat.

Practical implications

The author suggested several place branding strategies for the Bangkok Metropolitan Administration such as turning Khaosan Road into a music scene for both visitors and locals, controlling excessive and aggressive commercialism, sponsoring the production of creative and authentic content, initiating a compelling online campaign that focusses on the items sold in Yaowarat, hosting a spotlight event such as a seafood festival and improving hygiene and walkability.

Originality/value

Both the advancement of digital technologies and the complexity of stakeholders create a need for empirical studies on place branding involving the participation of the widest possible range of stakeholders and studies on the influence of social media. This research is the first to use both image and text analyses to study place brand identity from UGC. The use of both analyses allows the two methods to complement one another while mitigating the weaknesses of each.

Details

Journal of Place Management and Development, vol. 12 no. 1
Type: Research Article
ISSN: 1753-8335

Keywords

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