TY - JOUR
T1 - Response strategies for community stakeholder engagement on social media
T2 - a case study of a large infrastructure project
AU - Chung, Kon Shing Kenneth
AU - Eskerod, Pernille
AU - Jepsen, Anna Lund
AU - Zhang, Jingbo
PY - 2023
Y1 - 2023
N2 - Social media offer new opportunities for project community stakeholder engagement due to its spatial and temporal independency. This study reveals implications for project stakeholder identification, assessment, and response strategies in the social media context. It analysed Facebook communication sequences in two cases related to establishing the Western Sydney International Airport. The analysis showed that existing stakeholder identification and assessment guidelines only apply to social media to some extent. Information about stakeholders and their concerns is limited. We suggest identifying and addressing thematic issues shared across stakeholders. Regarding possible response strategies, the project in the case study surprisingly often refrained from responding to community stakeholder comments, foregoing the opportunity to engage with community stakeholders and acknowledging supportive comments. We suggest that projects consciously apply an ‘always respond’ response strategy on social media and extend response strategies to cover engagement with an 'acknowledgement' response strategy.
AB - Social media offer new opportunities for project community stakeholder engagement due to its spatial and temporal independency. This study reveals implications for project stakeholder identification, assessment, and response strategies in the social media context. It analysed Facebook communication sequences in two cases related to establishing the Western Sydney International Airport. The analysis showed that existing stakeholder identification and assessment guidelines only apply to social media to some extent. Information about stakeholders and their concerns is limited. We suggest identifying and addressing thematic issues shared across stakeholders. Regarding possible response strategies, the project in the case study surprisingly often refrained from responding to community stakeholder comments, foregoing the opportunity to engage with community stakeholders and acknowledging supportive comments. We suggest that projects consciously apply an ‘always respond’ response strategy on social media and extend response strategies to cover engagement with an 'acknowledgement' response strategy.
KW - projektledelse
KW - interessenthåndtering
KW - lokale interessenter
KW - infrastrukturprojekt
KW - Project management
KW - Stakeholder management
KW - stakeholder management strategies
KW - community stakeholders
KW - infrastructure project
U2 - 10.1016/j.ijproman.2023.102495
DO - 10.1016/j.ijproman.2023.102495
M3 - Journal article
SN - 0263-7863
VL - 41
JO - International Journal of Project Management
JF - International Journal of Project Management
IS - 5
ER -