The rise of social media has transformed the way of collaboration between organisations and customers. Social content resulting from the active collaboration between both parties on a social media platform should be managed accordingly. Thus, a social content management (SCM) framework should be developed as a guide to manage the social content. Such SCM framework should be able to augment existing frameworks, which mainly focuses on the value of social content for the organisations. Hence, based on the service science perspective, this article proposes a SCM framework that focusses on value to both organisations and its customers. In order to do this, the concept of Service Dominant Logic and the DART model are adopted to explore and extract the elements and factors that collectively become the dimensions of the proposed SCM framework. Experts’ review of the elements and factors is conducted to ensure that the dimensions in the SCM framework are acceptable and have practical value. The proposed framework is then validated via an instrument whose content validity is investigated by using Lawshe’s Technique. This framework could assist the organisations in decision-making process towards innovating services and in the management of social content.

Web 2.0 has increased the volume of unstructured content which gives rise to the need for a Social Content Management (SCM) model. A review of the literature reveals that research specific in SCM is broad and fragmented. It also highlights the need for a comprehensive SCM model. Due to the specific nature of social content, existing Enterprise Content Management (ECM) models are not directly amenable for managing social content. However, existing ECMs could be the basis on which the model could be built upon. Hence, this paper proposes a comprehensive SCM model that is suitable for researcher and practitioner, to assist organizations to manage the social content. In this study, the basis for a comprehensive SCM model could be obtained by drawing insights from the existing ECM models which consist of four elements: capture content and interaction; manage content and access; content analysis and reflexivity; and maintain content. In order to operationalize these elements and to make the model suitable for practical applications, the concept of value co-creation via the DART model is incorporated into the comprehensive SCM model. The proposed model is then validated by the experts.

An enterprise architecture (EA) is a critical framework that clarifies the complex elements of organizations, including business processes and technology. It coordinates the interaction of these elements to achieve predetermined business goals. Higher education institutions (HEIs) may become susceptible to rigidity, duplication, and intricate operations without a comprehensive EA. The primary aims of this study are to ascertain the necessary information for each EA domain: business, data, and application at Universiti Teknologi MARA (UiTM) and to design the landscape map viewpoint architecture for UiTM by utilizing the EA framework. This research uses qualitative methods, namely interviews and document analysis, to comprehensively comprehend the intricacies and prerequisites within every EA domain. Critical insights for each UiTM domain: business, data, application, and technology were uncovered through the discernments. From the thematic analysis, the frequency of issues according to the EA domain is business 13 issues, application eight issues, data seven issues, and technology seven issues. Following a thorough analysis, these findings led to the development of the landscape map viewpoint architecture diagram. In conclusion, the results of this research hold the potential to provide HEIs with invaluable knowledge for enhancing their organizational transformation via EA, thereby propelling the overall quality and efficacy of higher education systems forward.

Validating the Social Content Management Framework: A Delphi Study