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Martin S, Wetzelhütter D, Grüb B. Do you like me when the sun is shining? The influence of weather and point-in-time on the stakeholder-Dialogue in Facebook. INTERNATIONAL JOURNAL OF ENERGY SECTOR MANAGEMENT 2021. [DOI: 10.1108/ijesm-03-2020-0017] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this paper is to investigate the influence of external factors on the Facebook dialogue. As both weather and point in time substantially. As both weather and point in time substantially influence people’s lives, it can be assumed that both factors may also affect communication on Facebook. To the best of the authors’ knowledge, this is the first study focusing on the impact of the external factors “weather” and “point in time” on a public utility’s Facebook communication.
Design/methodology/approach
The potential influence is explored through the case study of an Austrian public utility. The study focuses on 321 postings, published via the company’s official Facebook account between August 2016 and February 2018.
Findings
The empirical results confirm the influence of “weather” and “point in time” indicators on the stakeholder dialogue. The findings highlight how the relevant items affect the posting behavior of a utility, as well as stakeholders’ reactions, comments and shares.
Originality/value
By introducing both external factors to the social media literature, this paper broadens the understanding of Facebook communications beyond the sender and receiver of digital information. In this way, the research contributes to a more holistic view of Facebook dialogue. It provides practical advice on how social media managers of public utilities may use weather forecasts and “point in time” considerations to more strategically foster stakeholder dialogue in social media.
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Martin S, Greiling D, Wetzelhütter D. Expectations of Facebook users towards a virtual dialogue with their public utility. INTERNATIONAL JOURNAL OF ENERGY SECTOR MANAGEMENT 2018. [DOI: 10.1108/ijesm-11-2017-0013] [Citation(s) in RCA: 3] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeA growing amount of German and Austrian utilities create own Facebook accounts to communicate with their stakeholders. Whereas existing studies describe how utility companies are currently using Facebook, to the best of the authors’ knowledge, there exists no study which focuses on the actual expectations of Facebook users. Nevertheless, as the occurrence of social media redefined stakeholders’ expectations, research on the expectations of Facebook users become crucial. Therefore, the purpose of this paper is to contribute to the existing social media literature by investigating the expectations of Facebook users towards a virtual stakeholder dialogue with their public utility companies on Facebook.Design/methodology/approachEight German and six Austrian public utilities supported the empirical study by posting a link to an online survey on their Facebook account. In total, 258 Facebook users followed that link and completed the survey.FindingsThe broad majority of participants expect public utility companies to use Facebook as a communication channel. They request to regularly receive a variety of information on different topics. In addition, participants want to have the opportunity to post general queries, complaints or criticism, suggestions for improvement, positive feedback or queries in a crisis situation. Moreover, the empirical data reveal that user-specific characteristics such as gender, age, country of residence, length of Facebook membership or number of Facebook friends impact the expectations towards a Facebook conversation.Originality/valueThe findings enable scholars and practitioners to gain in-depth insights into Facebook conversations from the actual user perspective.
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