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    Social media analytics for end-users’ expectation management in information systems development projects

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    banerjee_et_al_2021.pdf (244.8Kb)
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    Publication date
    2021
    End of Embargo
    2022
    Author
    Banerjee, S.
    Singh, J.P.
    Dwivedi, Y.K.
    Rana, Nripendra P.
    Keyword
    Social media analytics
    Information systems development
    Twitter
    Sentiment analysis
    Apple
    Samsung
    Peer-Reviewed
    Yes
    Open Access status
    Green
    
    Metadata
    Show full item record
    Abstract
    This exploratory research aims to investigate social media users’ expectations of information systems (IS) products that are conceived but not yet launched. It specifically analyses social media data from Twitter about forthcoming smartphones and smartwatches from Apple and Samsung, two firms known for their innovative gadgets. Tweets related to the following four forthcoming IS products were retrieved from 1st January 2020 to 30th September 2020: (1) Apple iPhone 12 (6,125 tweets), (2) Apple Watch 6 (553 tweets), (3) Samsung Galaxy Z Flip 2 (923 tweets), and (4) Samsung Galaxy Watch Active 3 (207 tweets). These 7,808 tweets were analysed using a combination of the Natural Language Processing Toolkit (NLTK) and sentiment analysis (SentiWordNet). The online community was quite vocal about topics such as design, camera and hardware specifications. For all the forthcoming gadgets, the proportion of positive tweets exceeded that of negative tweets. The most prevalent sentiment expressed in Apple-related tweets was neutral but in Samsung-related tweets was positive. Additionally, it was found that the proportion of tweets echoing negative sentiment was lower for Apple compared with Samsung. This paper is the earliest empirical work to examine the degree to which social media chatter can be used by project managers for IS development projects, specifically for the purpose of end-users’ expectation management.
    URI
    http://hdl.handle.net/10454/18498
    Version
    Accepted manuscript
    Citation
    Banerjee S, Singh JP, Dwivedi YK et al (2021) Social media analytics for end-users’ expectation management in information systems development projects. Information Technology and People. Accepted for publication.
    Link to publisher’s version
    https://doi.org/10.1108/ITP-10-2020-0706
    Type
    Article
    Collections
    Management and Law Publications

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