Although knowledge management relying on data from social networks has become an integral part of common practices, there needs to be a well-defined body of knowledge that explicitly addresses the process and the value generated. Sustainable knowledge management practices, which promote responsible and ethical knowledge sharing between different stakeholders, can also be facilitated through social media. This can foster a culture of continuous learning and innovation while considering the social implications of knowledge sharing. The main goal of this study is to critically and holistically discuss the impact of social media analysis in the knowledge management process holistically and maximize its value in a given context. More concretely, we conducted a systematic literature review (2012–2022) based on the PRISMA guidelines. We first approached the ideal phases of the knowledge management process and then discussed key issues and challenges from an application perspective. Overall, the study points out the positive impact of social network analysis on knowledge sharing, creativity and productivity, knowledge formulation, building trust, and cognitive capital. Additionally, value is provided in knowledge acquisition by simplifying and massively gathering information, reducing uncertainty and ambiguity, and organizing knowledge through storage, retrieval, and classification practices. At an application level, such knowledge may improve the quality of services and encourage creativity. Finally, this study analyzed specific domains, such as healthcare, marketing, politics, tourism, and event management, focusing on the potential and added value.

This study analyses the potential role of Social Media to support Sustainable Knowledge Management. The case study is Hajj, one of the world’s largest and most complex mass gatherings. By adopting a qualitative research approach, we conducted 25 semi-structured interviews with Hajj operations professionals. AI-driven topic modeling has provided a further analysis support to develop and validate a comprehensive framework aimed at understanding the critical role of modern online Social Networks within Knowledge Management. Our synthesis reveals Social Networks operating across four interconnected dimensions: co-ordination (i.e. enabling multi-agency collaboration and synchronized real-time operations), sensing (collecting environmental signals and stakeholder feedback), adapting (fostering organisational learning and responsive change), and communication (supporting knowledge sharing and stakeholder engagement). The validated framework reflects the fact that these interdependent aspects need to be always considered together to shift from a traditional hierarchical management into dynamic, networked knowledge ecosystems that enhance service delivery, crisis response, and the quality of experience for pilgrims. More holistically, this study contributes to advance Knowledge Management by (i) positioning online Social Networks as multifunctional socio-technical enablers, rather than merely a communication tool; (ii) expanding online Social Networks theoretical and practical role in organisational knowledge processes; (iii) validating the four identified interconnected functional dimensions operating as an integrated ecosystem. The framework is intrinsically designed looking at a broad understanding of sustainability, including environmental, social, economic, and systemic aspects to fully align with pertinent UN Sustainable Development Goals.