Purpose

The purpose of this study was to identify the status of using crowdsourcing to develop information services through the Twitter platform and to determine the factors affecting such usage.

Design/methodology/approach

A qualitative action research approach was employed to achieve the objectives of the study and to provide answers to the research questions. The effectiveness of using crowdsourcing technique for improving information services has been explored through five procedural stages: diagnostics, action planning, action taking, evaluation and determined learning. Three tools were used to collect data: open interviews, content analysis of the sampled accounts on Twitter and users' perceptions regarding information services.

Findings

The results of the study revealed that crowdsourcing was not used in the development of information services per se, but it has been used for other purposes. The results also revealed that several factors influenced the adoption of using crowdsourcing to develop information services, including factors related to the institutional trust in crowds' capabilities, the nature of service and type of the needed development, and finally, the platform used to conduct crowdsourcing. The results of the action research proved that using crowdsourcing to develop information services could be effective.

Practical implications

The study suggests a model that can be used to test changes implemented in organizations, especially regarding adoption of crowdsourcing as a framework to achieve the objectives of the institution, particularly in the planning processes.

Originality/value

This research paper produces new knowledge through using a qualitative action research approach to understand the potential of social media in crowdsourcing. There have been no similar studies conducted in the region for the specified research design. The results add to the level of learning and raise awareness within the research community regarding the effectiveness of using crowdsourcing via social media platforms to improve the efficiency of information services.

中文翻译：

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使用众包改进信息服务的有效性：一种行动研究方法

目的

本研究的目的是确定通过 Twitter 平台使用众包开发信息服务的现状，并确定影响此类使用的因素。

设计/方法/途径

采用定性行动研究方法来实现研究目标并为研究问题提供答案。通过五个程序阶段探索了使用众包技术改善信息服务的有效性：诊断、行动计划、行动采取、评估和确定学习。使用了三种工具来收集数据：公开访谈、Twitter 上抽样帐户的内容分析以及用户对信息服务的看法。

发现

研究结果显示，众包本身并没有用于信息服务的开发，而是被用于其他目的。结果还表明，影响采用众包开发信息服务的因素有几个，包括与机构对人群能力的信任、服务性质和所需开发类型相关的因素，最后是用于进行众包的平台. 行动研究的结果证明，利用众包开发信息服务是有效的。

实际影响

该研究提出了一个模型，可用于测试组织中实施的变化，特别是关于采用众包作为实现机构目标的框架，特别是在规划过程中。

原创性/价值

本研究论文通过使用定性行动研究方法来了解社交媒体在众包中的潜力，从而产生了新知识。该地区还没有针对指定的研究设计进行过类似的研究。结果增加了学习水平，并提高了研究界对通过社交媒体平台使用众包提高信息服务效率的有效性的认识。