International Journal of Information Management
The structure of conversations on social networks: Between dialogic and dialectic threads
Introduction
Social media represent a radical revolution through which companies redefine the manner in which they conduct business. The new era of the Web is characterized by user-generated content (UGC) and co-creation (Kozinets, Hemetsberger, & Schau, 2008), and social media are the ideal platform for the co-creation of value. Value creation is no longer the exclusive terrain of the company – offering consumers the final output of its process – and now encompasses the direct interaction between the company and an empowered customer (Antorini, Muñiz, & Askildsen, 2012; Füller et al., 2009, Ritzer, 2014). The typical form of online interaction is that of conversations through which actors create knowledge and value (Kuk, 2006). There is today a renewed need to understand the best structure of conversations on social media so that the company can improve its communications strategy performance and user experiences. The paper argues that conversations in social media take two main forms: dialogic (i.e., horizontal interactions among peers) and dialectic (i.e., exclusively vertical interaction with the source of an input, such as the company’s comment initiating the thread). Through three empirical studies, the paper investigates social media users’ preference between dialogic and dialectic conversations, both in general and in a product-related context. The results emerging from the study and managerial implications are then discussed. The paper aims to answer the question of how organizations can effectively and efficiently exploit social media by monitoring and managing the structure of online conversations.
In Information Systems studies, a “growing body of research is examining […] networks to gain a better understanding of how firms interact with their consumers, how people interact with each other” (Sundararajan et al., 2013; p. 883). The focus of those studies is in the network and its structure, while less is known about the preferences of users for a given conversational structure. By analyzing both the network structure of a conversation and the perception of online users, our work contributes to advance the knowledge on this gap by studying the preference of online users towards a dialogic vs. a dialectic structure of conversations.
Section snippets
Interactions on social media
The variety of social media available for business is striking. Today, collaborative platforms, blogs, virtual worlds, and social networks of any sort offer enterprises of any size a vast repertoire of communication and collaborative tools (Kaplan & Haenlein, 2010). A key mandate for firms is to integrate all these tools into a common communication strategy (Hanna, Rohm, & Crittenden, 2011). One aspect of this integration is to adopt key performance indicators (KPIs) that would be used as
Empirical studies: users’ perceptions of the structures of online conversations
As noted above, there is no much knowledge about the perceptions of users on dialogic vs. dialectic structures. We therefore illustrate the empirical study addressing the perceptions of users. Study 1 addresses RQ1; Study 2 and 3 address RQ2. Study 1 assesses the general preference of online users for dialogic or dialectic conversations. Study 2 analyzes the difference between young and senior users in terms of their preference. Finally, Study 3 adopts a product-related conversation among
Discussion and conclusions
Conversation structures in social networks play a crucial role. A simple Like, retweet, or single replies to online content cannot satisfy a company’s need for a rich conversation around content posted online. Dialogic conversations are richer than dialectic conversations because they engage users in interactions among themselves rather than simple interactions with the initial content. Modern forms of social media (e.g., Facebook) are more likely to host dialogic conversations than past social
Limits and future research
In our research, respondents were presented with a simulation of dialogic and dialectic conversations. This research design ensures that the respondents would focus on the structure of the conversation rather than the specificities of its content. However, this design presents a limit that future researches can overcome, by studying the preference of users with respect to real conversations. The study asked respondent to evaluate conversations in which they were not involved. Further studies
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