Social Networks: A Quality Perspective
In recent years, popularization and diversity of social networks have skyrocketed. Social networking sites, such as Facebook, LinkedIn, MySpace, and Twitter, continue to experience an astonishing growth. However, business growth does not necessarily equate to increased service quality. The question that immediately comes to mind is: What is social network quality and how do you measure it?
Dr. Joseph Juran defines quality as “fitness for use.” In the context of social network services, this will imply effectiveness of design, infrastructure, and support methods employed in delivering a social network that fits a customer’s defined purpose. Social network quality can be viewed in several dimensions. Some of the most important ones are summarized below:
Conformance to Specifications – indicates a social network free of failures and defects (e.g. server downtime, code errors and etc.)
Features and Content – implies functionality and information that satisfies customer expectations
Safety and Security – requires mechanisms in place to protect social network users from theft, injury, and danger (e.g. child protection, hacker protection and etc.)
Privacy – entails storage, distribution, and usage of personal information with the users’ knowledge and consent (customers value privacy and the lack of it creates dissatisfaction)
Access – suggests 24/7 access to the social networks from computers and mobile devices
How do you define social network quality in your company? Which dimensions of quality do you consider most important? Are there any other dimensions of social network quality?
Angel Tonchev
Senior Consultant
Christo Tonchev
Senior Consultant
(800) 338-7726
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