Examining the effects of enterprise social media on operational and social performance during environmental disruption

Building on resource-based, dynamic capabilities and knowledge-based views, we examine how enterprise social media (ESM) usage leads to organisational decision-making effectiveness, and consequently improves organisational (operational and social) performance during environmental disruption. We also investigate the mediating roles of organisational agility, ESM infrastructure and knowledge sharing on the relationship between ESM usage and decision-making effectiveness. To empirically test this model, data was collected through a survey from the employees of public/private emergency and disaster management organisations during COVID-19 pandemic in Bangladesh. The results confirm that ESM usage indirectly affects decision-making effectiveness, which ultimately improves organisations' operational and social performance. Organisational agility and ESM infrastructure are strong mediators of the link between ESM usage and decision-making effectiveness, while the mediating effect of knowledge sharing through ESM is weaker. In addition to presenting theoretical rationale and empirical evidence, the study enables us to outline policy guidelines for social media managers of disaster management organisations, who must develop ESM strategies in order to boost operational and social performance. This study makes a preliminary attempt to empirically investigate ESM's innovative usage in emergency and disaster management situations.

Automated summary

This study examines how the usage of enterprise social media (ESM) improves decision-making effectiveness, and subsequently enhances organizational performance in terms of operations and social impact during times of environmental disruption. The mediating roles of organizational agility, ESM infrastructure, and knowledge sharing in the relationship between ESM usage and decision-making effectiveness are also investigated. The findings confirm that ESM usage indirectly affects decision-making effectiveness, ultimately leading to improved operational and social performance. Organizational agility and ESM infrastructure play strong mediating roles, while the mediating effect of knowledge sharing through ESM is weaker.