PurposeTo measure the success of Corporate Social Software, interviews, surveys, content and usage data analysis have been commonly used in practice. While interviews and surveys are only capable of making perceived use and benefits transparent, usage data analysis reveals many objective facts but does not allow insights into potential user-benefits. Hence, the purpose of this paper is to link both perspectives to advance Corporate Social Software success measuring. Design/methodology/approachThe research case is -anonymized name of CSS-, a Corporate Social Software developed at -anonymized-company- to facilitate worldwide sharing of knowledge, experiences, and best practices since 2005. -anonymized name of CSS- has currently more than 13,000 registered members located in more than 80 countries. This paper evaluates results from a user survey with nearly 1,500 responding employees and links all survey results to the corresponding participant’s data on platform use to generate additional insights.FindingsThe paper generates findings on how Corporate Social Software is used in practice and how it is perceived by employees of a large-scale enterprise. Furthermore, it explores how a combination of subjective and objective evaluation methods can be applied to advance the state-of-the-art in measuring use and benefits. By linking Corporate Social Software usage data to corresponding survey data, the paper provides results on what type of use of a Corporate Social Software may create what type of benefit. Practical implicationsThis study encourages practitioners to take advantage of a variety of instruments for measuring the benefits of Corporate Social Software. It generates numerous arguments for practitioners on how to make the benefit of Corporate Social Software more transparent to financial-oriented decision makers to successfully defend knowledge management projects against shrinking IT budgets. Originality/valueThis paper is one of the first attempts to explore the relationship between ‘perceived use’ and ‘perceived benefits’ measured by surveys and ‘factual use’ measured by Corporate Social Software usage statistics for knowledge management research. The findings of this paper may empower the role of user surveys in generating additional insights on use and benefits.
Journal of Systems and Information Technology – Emerald Publishing
Published: Aug 8, 2016