---
_id: '1129'
abstract:
- lang: eng
  text: 'Within this chapter, we will describe a novel technical service dealing with
    the integration of social networking channels into existing business processes.
    Since many businesses are moving to online communities as a means of communicating
    directly with their customers, social media has to be explored as an additional
    communication channel between individuals and companies. While the English-speaking
    consumers on Facebook are more likely to respond to communication rather than
    to initiate communication with an organisation, some German companies already
    have regularly updated Facebook pages for customer service and support, e.g. Telekom.
    Therefore, the idea of classifying and evaluating public comments addressed to
    German companies is based on an existing demand. In order to maintain an active
    Facebook wall, the consumer posts have to be categorised and then automatically
    assigned to the corresponding business processes (e.g. the technical service,
    shipping, marketing, accounting, etc.). This service works like an issue tracking
    system sending e-mails to the corresponding person in charge of customer service
    and support. That way, business process management systems which are already used
    to e-mail communication can benefit from social media. This allows the company
    to follow general trends in customer opinions on the Internet; moreover it facilates
    the recording of two-sided communication for customer relationship management
    and the company’s response will be delivered through consumer’s preferred medium:
    Facebook.'
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Mohamed
  full_name: Ebrahim, Mohamed
  last_name: Ebrahim
citation:
  ama: 'Geierhos M, Ebrahim M. Customer Interaction Management goes Social: Getting
    Business Processes plugged in Social Networks. In: Abraham A, Hassanien A-E, eds.
    <i>Computational Social Networks: Tools, Perspectives and Applications</i>. London,
    UK: Springer; 2012:367-389. doi:<a href="https://doi.org/10.1007/978-1-4471-4048-1_15">10.1007/978-1-4471-4048-1_15</a>'
  apa: 'Geierhos, M., &#38; Ebrahim, M. (2012). Customer Interaction Management goes
    Social: Getting Business Processes plugged in Social Networks. In A. Abraham &#38;
    A.-E. Hassanien (Eds.), <i>Computational Social Networks: Tools, Perspectives
    and Applications</i> (pp. 367–389). London, UK: Springer. <a href="https://doi.org/10.1007/978-1-4471-4048-1_15">https://doi.org/10.1007/978-1-4471-4048-1_15</a>'
  bibtex: '@inbook{Geierhos_Ebrahim_2012, place={London, UK}, title={Customer Interaction
    Management goes Social: Getting Business Processes plugged in Social Networks},
    DOI={<a href="https://doi.org/10.1007/978-1-4471-4048-1_15">10.1007/978-1-4471-4048-1_15</a>},
    booktitle={Computational Social Networks: Tools, Perspectives and Applications},
    publisher={Springer}, author={Geierhos, Michaela and Ebrahim, Mohamed}, editor={Abraham,
    Ajith and Hassanien, Aboul-Ella Editors}, year={2012}, pages={367–389} }'
  chicago: 'Geierhos, Michaela, and Mohamed Ebrahim. “Customer Interaction Management
    Goes Social: Getting Business Processes Plugged in Social Networks.” In <i>Computational
    Social Networks: Tools, Perspectives and Applications</i>, edited by Ajith Abraham
    and Aboul-Ella  Hassanien, 367–89. London, UK: Springer, 2012. <a href="https://doi.org/10.1007/978-1-4471-4048-1_15">https://doi.org/10.1007/978-1-4471-4048-1_15</a>.'
  ieee: 'M. Geierhos and M. Ebrahim, “Customer Interaction Management goes Social:
    Getting Business Processes plugged in Social Networks,” in <i>Computational Social
    Networks: Tools, Perspectives and Applications</i>, A. Abraham and A.-E. Hassanien,
    Eds. London, UK: Springer, 2012, pp. 367–389.'
  mla: 'Geierhos, Michaela, and Mohamed Ebrahim. “Customer Interaction Management
    Goes Social: Getting Business Processes Plugged in Social Networks.” <i>Computational
    Social Networks: Tools, Perspectives and Applications</i>, edited by Ajith Abraham
    and Aboul-Ella  Hassanien, Springer, 2012, pp. 367–89, doi:<a href="https://doi.org/10.1007/978-1-4471-4048-1_15">10.1007/978-1-4471-4048-1_15</a>.'
  short: 'M. Geierhos, M. Ebrahim, in: A. Abraham, A.-E. Hassanien (Eds.), Computational
    Social Networks: Tools, Perspectives and Applications, Springer, London, UK, 2012,
    pp. 367–389.'
date_created: 2018-01-30T13:42:23Z
date_updated: 2022-01-06T06:50:59Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
doi: 10.1007/978-1-4471-4048-1_15
editor:
- first_name: Ajith
  full_name: Abraham, Ajith
  last_name: Abraham
- first_name: 'Aboul-Ella '
  full_name: 'Hassanien, Aboul-Ella '
  last_name: Hassanien
extern: '1'
language:
- iso: eng
page: 367-389
place: London, UK
publication: 'Computational Social Networks: Tools, Perspectives and Applications'
publication_identifier:
  isbn:
  - '9781447140474'
publication_status: published
publisher: Springer
quality_controlled: '1'
status: public
title: 'Customer Interaction Management goes Social: Getting Business Processes plugged
  in Social Networks'
type: book_chapter
user_id: '42496'
year: '2012'
...