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Improving Knowledge-Intensive Business Processes Through Social Media

Social media are confirmed to have one of the most transformative impacts of technology on business, within and outside organizational boundaries. This research investigates the impact of social media on knowledge-intensive business processes, in particular process improvement. We aim to make a research and practical contribution to the emerging research on social media in Business Process Management (BPM), currently dominated by conceptual research. The paper describes an empirical case study research, conducted in a large financial services company, in the context of their Recruitment process. While related research argues that social media are best used within the modeling and execution phases of the BP Lifecycle, our research findings indicate a different approach. In the case organization social media are seen as an enabler of process improvement, changing its main objective from process efficiency to customer-focused effectiveness, even prompting the company to consider possible transformation of their organizational structure .