Social and Behavioral Sciences Commons^™

The Effect Of Social Skills On Analyst Performance, Cong Cong Li, An-Ping Lin, Hai Lu

Research Collection School Of Accountancy

Social skills are important but difficult to measure. So far, few empirical studies have examined the effect of social skills on the performance of professionals. Using the number of LinkedIn connections as a proxy for social skills, we investigate the effect of financial analysts' social skills on their performance. We use multiple ways to validate the measure of social skills and show that analysts with better social skills produce more accurate earnings forecasts and that their stock recommendations elicit stronger market reactions. Furthermore, these socially skilled analysts are more likely to be voted as All-Star Analysts. This study provides the …

Digitalisation Touches Everything, Havovi Joshi

Asian Management Insights

Digitalisation touches everything

Social Media: Enabling Touchpoints Beyond Advertising, Kapil R. Tuli, Sheetal Bhardwaj

Asian Management Insights

An effective customer service platform and a strategic communication channel.

A Four-Level Meta-Analytic Review Of The Relationship Between Social Media And Well-Being: A Fresh Perspective In The Context Of Covid-19, Joax Wong, Xin Yi Poh, Frosch Quek, Verity Lua, Nadyannam M. Majeed, Andree Hartanto

Research Collection School of Social Sciences

Social media, one of the most pervasive forms of technology, has been widely studied in relation to the mental health and well-being of individuals. However, the current literature on social media and well-being has provided mixed and inconclusive findings, thus creating a polarizing view of social media. These mixed findings continue to extend into the pandemic, with researchers debating over the effects of social media in the new norms of social isolation. In light of these inconclusive findings, the aim of our meta-analysis was to synthesize previous research data in order to have a holistic understanding of the association between …

Does Social Media Accelerate Product Recalls? Evidence From The Pharmaceutical Industry, Yang Gao, Wenjing Duan, Huaxia Rui

Research Collection School Of Computing and Information Systems

Social media has become a vital platform for voicing product-related experiences that may not only reveal product defects but also impose pressure on firms to act more promptly than before. This study scrutinizes the rarely-studied relationship between these voices and the speed of product recalls in the context of the pharmaceutical industry where social media pharmacovigilance is becoming increasingly important for the detection of drug safety signals. Using Federal Drug Administration (FDA) drug enforcement reports and social media data crawled from online forums and Twitter, we investigate whether social media can accelerate the product recall process in the context of …

Understanding The Impact Of Emotional Support On Mental Health Resilience Of The Community In The Social Media In Covid-19 Pandemic, Xuan Hu, Yanqing Song, Ruilin Zhu, Shuang He, Bowen Zhou, Xuelian Li, Han Bao, Shan Shen, Bingsheng Liu

Research Collection Lee Kong Chian School Of Business

Background: Emotional support in social media can act as a buffer against the negative impact of affective disorders. However, empirical evidence relating to emotional support in social media and how it influences the wider public remains scanty. The objective of this study is therefore to conduct a prototype investigation into the translation mechanism of emotional support in social media, providing empirical evidence for practitioners to use to tackle mental health issues for the wider public. Methods: A regression model is proposed to examine the relationship between perceived and received emotional support. Received emotional support is set as the dependent variable …

How Do Information Specialists Keep Up To Date?, Aaron Tay

Research Collection Library

The working environment of information specialists is undergoing profound changes. This is primarily due to rapid advances in digitalization and automation. New databases are being set up or new functions added to established databases. At the same time, data processing and analysis have reached a new level (e.g. through machine learning). In addition, many new software tools to support daily work are being developed. But how do information specialists find out about new developments and assess the practical suitability of new tools?

Nowadays, an abundance of information on new developments in information retrieval can be found on the Internet. In …

Executive Tweets, Richard M.Crowley, Wenli Huang, Hai Lu

Research Collection School Of Accountancy

We explore the tweeting behavior of S&P 1500 firms’ executives (CEOs and CFOs) and its market consequences during the period of 2011 to 2018. We document that executives tweet financial information related to their firms and time these tweets to firms’ major events, and that investors respond to executive tweets in addition to firm tweets. Using the latest machine learning techniques, we develop an innovative construct measuring the content similarity between executive tweets and firm tweets. We use this measure to disentangle whether the market reaction comes from new information or trust. We show evidence consistent with the view that …

Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui

Research Collection School Of Computing and Information Systems

Despite many advantages of social media as a customer service channel, there is a concern that active service intervention encourages excessive service complaints. Our paper casts doubt on this misconception by examining the dynamics between social media customer complaints and brand service interventions. We find service interventions indeed cause more complaints, yet this increase is driven by service awareness rather than chronic complaining. Due to the publicity and connectivity of social media, customers learn about the new service channel by observing customer service delivery to others – a mechanism that is unique to social media customer service and does not …

Themes, Communities And Influencers Of Online Probiotics Chatter: A Retrospective Analysis From 2009-2017, Santosh Vijaykumar, Aravind Sesagiri Raamkumar, Kristofor Mccarty, Cuthbert Mutumbwa, Jawwad Mustafa, Cyndy Au

Research Collection Lee Kong Chian School Of Business

We build on recent examinations questioning the quality of online information about probiotic products by studying the themes of content, detecting virtual communities and identifying key influencers in social media using data science techniques. We conducted topic modelling (n = 36,715 tweets) and longitudinal social network analysis (n = 17,834 tweets) of probiotic chatter on Twitter from 2009–17. We used Latent Dirichlet Allocation (LDA) to build the topic models and network analysis tool Gephi for building yearly graphs. We identified the top 10 topics of probiotics-related communication on Twitter and a constant rise in communication activity. However the number of …

Distressing For People’S Lives When Lights Go Off During Facebook Outage, Ramaswami, S.

Research Collection Lee Kong Chian School Of Business

The rise of the super app has changed our lives – and livelihoods – as many of us depend on these social media sites to make a living. Are there alternatives or are we always going to be held hostage? SMU’s Seshan Ramaswami gives his take.

On Predicting Personal Values Of Social Media Users Using Community-Specific Language Features And Personal Value Correlation, Amila Silva, Pei Chi Lo, Ee-Peng Lim

Research Collection School Of Computing and Information Systems

Personal values have significant influence on individuals’ behaviors, preferences, and decision making. It is therefore not a surprise that personal values of a person could influence his or her social media content and activities. Instead of getting users to complete personal value questionnaire, researchers have looked into a non-intrusive and highly scalable approach to predict personal values using user-generated social media data. Nevertheless, geographical differences in word usage and profile information are issues to be addressed when designing such prediction models. In this work, we focus on analyzing Singapore users’ personal values, and developing effective models to predict their personal …

Kobe Influencer Marketing: Using Social Media To Promote A Herbal Tea Brand, Patricia Lui, Lipika Bhattacharya

Asian Management Insights

In July 2019, Evangeline Leong, co-founder and CEO of Kobe, a Singapore-based start-up providing influencer marketing services, had a challenging task ahead of her.

More Kawaii Than A Real-Person Live Streamer: Understanding How The Otaku Community Engages With And Perceives Virtual Youtubers, Zhicong Lu, Chenxinran Shen, Jiannan Li, Hong Shen, Daniel Wigdor

Research Collection School Of Computing and Information Systems

Live streaming has become increasingly popular, with most streamers presenting their real-life appearance. However, Virtual YouTubers (VTubers), virtual 2D or 3D avatars that are voiced by humans, are emerging as live streamers and attracting a growing viewership in East Asia. Although prior research has found that many viewers seek real-life interpersonal interactions with real-person streamers, it is currently unknown what makes VTuber live streams engaging or how they are perceived differently than real-person streamers. We conducted an interview study to understand how viewers engage with VTubers and perceive the identities of the voice actors behind the avatars (i.e., Nakanohito). The …

The Changing Travel Habits Of Chinese Tourists, Singapore Management University

Perspectives@SMU

The pandemic has forced an evolution in the travelling habits of Chinese tourists and businesses must adapt and innovate or be left behind, says CUHK expert

Does Social Media Use Increase Depressive Symptoms? A Reverse Causation Perspective, Andree Hartanto, Frosch Yi Xuan Quek, Yue Qi Germaine Tng, Jose C. Yong

Research Collection School of Social Sciences

According to the World Health Organization (1), 264 million individuals worldwide suffer from depression—a condition characterized by feelings of low self-worth, impaired concentration, and disturbed sleep, among various other maladaptive symptoms (2). Adolescents between 13 and 18 years of age are also vulnerable (3), with a 52% increase in the prevalence of depression among adolescents from 2005 to 2017 (4). Depression is tied to many serious problems including failure to complete education, higher unplanned parenthood rates, poorer interpersonal relations, and heightened risk of substance abuse and suicidality (5–7).

Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak, Swapna Gottipati, Kyong Jin Shim, Hui Hian Teo, Karthik Nityanand, Shreyansh Shivam

Research Collection School Of Computing and Information Systems

The COVID-19 pandemic triggered a large-scale work-from-home trend globally in recent months. In this paper, we study the phenomenon of “work-from-home” (WFH) by performing social listening. We propose an analytics pipeline designed to crawl social media data and perform text mining analyzes on textual data from tweets scrapped based on hashtags related to WFH in COVID-19 situation. We apply text mining and NLP techniques to analyze the tweets for extracting the WFH themes and sentiments (positive and negative). Our Twitter theme analysis adds further value by summarizing the common key topics, allowing employers to gain more insights on areas of …

Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui

Research Collection School Of Computing and Information Systems

Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …

Social Media Analytics: A Case Study Of Singapore General Election 2020, Sebastian Zhi Tao Khoo, Leong Hock Ho, Ee Hong Lee, Danston Kheng Boon Goh, Zehao Zhang, Swee Hong Ng, Haodi Qi, Kyong Jin Shim

Research Collection School Of Computing and Information Systems

The 2020 Singaporean General Election (GE2020) was a general election held in Singapore on July 10, 2020. In this study, we present an analysis on social conversations about GE2020 during the election period. We analyzed social conversations from popular platforms such as Twitter, HardwareZone, and TR Emeritus.

What's On Job Seekers' Social Media Sites? A Content Analysis And Effects Of Structure On Recruiter Judgments And Predictive Validity, Liwen Zhang, Chad H. Van Iddekinge, John D. Arnold, Philip L. Roth, Filip Lievens, Stephen E. Lanivich, Samantha L. Jordan

Research Collection Lee Kong Chian School Of Business

Many organizational representatives review social media (SM) information (e.g., Facebook, Twitter) when recruiting and assessing job applicants. Despite this, very little empirical data exist concerning the SM information available to organizations or whether assessments of such information are a valid predictor of work outcomes. This multi-study investigation examines several critical issues in this emerging area. In Study 1, we conducted a content analysis of job seekers’ Facebook sites (n = 266) and found that these sites often provide demographic variables that U.S. employment laws typically prohibit organizations from using when making personnel decisions (e.g., age, ethnicity, religion), as well as …

Digital Social Listening On Conversations About Sexual Harassment, Xuesi Sim, Ern Rae Chang, Yu Xiang Ong, Jie Ying Yeo, Christine Bai Shuang Yan, Eugene Wen Jia Choy, Kyong Jin Shim

Research Collection School Of Computing and Information Systems

In light of the #MeToo movement and publicized sexual harassment incidents in Singapore in recent years, we built an analytics pipeline for performing digital social listening on conversations about sexual harassment for AWARE (Association of Women for Action and Research). Our social network analysis results identified key influencers that AWARE can engage for sexual harassment awareness campaigns. Further, our analysis results suggest new hashtags that AWARE can use to run social media campaigns and achieve greater reach.

Front Liners Fighting Fake News: Global Perspectives On Mobilising Young People As Media Literacy Advocates, Sun Sun Lim, Kai Ryn Tan

Research Collection College of Integrative Studies

With young people at the vanguard of technology adoption and media consumption, many governments are actively incorporating young people into their public education campaigns, and young people are enlisting themselves as media literacy advocates. This article reviews a selection of such media literacy programmes to unpack their key thrusts and components so as to identify best practices and learning points. It will also closely investigate one particular youth-led effort and chart its conception, execution and development.

An Attention-Based Rumor Detection Model With Tree-Structured Recursive Neural Networks, Jing Ma, Wei Gao, Shafiq Joty, Kam-Fai Wong

Research Collection School Of Computing and Information Systems

Rumor spread in social media severely jeopardizes the credibility of online content. Thus, automatic debunking of rumors is of great importance to keep social media a healthy environment. While facing a dubious claim, people often dispute its truthfulness sporadically in their posts containing various cues, which can form useful evidence with long-distance dependencies. In this work, we propose to learn discriminative features from microblog posts by following their non-sequential propagation structure and generate more powerful representations for identifying rumors. For modeling non-sequential structure, we first represent the diffusion of microblog posts with propagation trees, which provide valuable clues on how …

Detecting Fake News In Social Media: An Asia-Pacific Perspective, Meeyoung Cha, Wei Gao, Cheng-Te Li

Research Collection School Of Computing and Information Systems

In March 2011, the catastrophic accident known as "The Fukushima Daiichi nuclear disaster" took place, initiated by the Tohoku earthquake and tsunami in Japan. The only nuclear accident to receive a Level-7 classification on the International Nuclear Event Scale since the Chernobyl nuclear power plant disaster in 1986, the Fukushima event triggered global concerns and rumors regarding radiation leaks. Among the false rumors was an image, which had been described as a map of radioactive discharge emanating into the Pacific Ocean, as illustrated in the accompanying figure. In fact, this figure, depicting the wave height of the tsunami that followed, …

Marriage Migrants’ Use Of Social Media, Soontae An, Sun Sun Lim, Hannah Lee

Research Collection College of Integrative Studies

This study analyzed the role and impact of social media use on the daily lives of marriage migrants. We empirically examined a moderated mediation model by surveying 201 marriage migrants. This study focused on four key concepts: social stigma, empowerment, self-stigma, and social networks forged via social media such as Facebook, Kakao Talk, LINE, and Viber. The results confirmed that the detrimental effect of social stigma can be mitigated by robust social networks, and a greater feeling of empowerment resulted in less self-stigma. Consequently, social networks through social media acted as a buffer against negative public opinion or any belittling …

Happy Toilet: A Social Analytics Approach To The Study Of Public Toilet Cleanliness, Eugene W. J. Choy, Winston M. K. Ho, Xiaohang Li, Ragini Verma, Li Jin Sim, Kyong Jin Shim

Research Collection School Of Computing and Information Systems

This study presents a social analytics approach to the study of public toilet cleanliness in Singapore. From popular social media platforms, our system automatically gathers and analyzes relevant public posts that mention about toilet cleanliness in highly frequented locations across the Singapore island - from busy shopping malls to food 'hawker' centers.

Of Promoting Networking And Protecting Privacy: Effects Of Defaults And Regulatory Focus On Social Media Users’ Preference Settings, Hichang Cho, Sungjong Roh, Byungho Park

Research Collection Lee Kong Chian School Of Business

Privacy research has debated whether privacy decision-making is determined by users' stable preferences (i.e., individual traits), privacy calculus (i.e., cost-benefit analysis), or “responses on the spot” that vary across contexts. This study focuses on two factors—default setting as a contextual factor and regulatory focus as an individual difference factor—and examines the degree to which these factors affect social media users' decision-making when using privacy preference settings in a fictitious social networking site. The results, based on two experimental studies (study 1, n = 414; study 2, n = 213), show that default settings significantly affect users' privacy preferences, such that …

Predicting Audience Engagement Across Social Media Platforms In The News Domain, Kholoud Khalil Aldous, Jisun An, Bernard J. Jansen

Research Collection School Of Computing and Information Systems

We analyze cross-platform factors for posts on both single and multiple social media platforms for numerous news outlets to better predict audience engagement, precisely the number of likes and comments. We collect 676,779 social media posts from 53 news outlets during eight months on four social media platforms (Facebook, Instagram, Twitter, and YouTube), along with the associated comments (more than 31 million) and the number of likes (more than 840 million). We develop a framework for predicting the audience engagement based on both linguistic features of the post and social media platform factors. Among other findings, results show that content …

Do Firms Manage Their Csr Reputation? Evidence From Twitter, Richard M. Crowley, Wenli Huang, Hai Lu, Wei Luo

Research Collection School Of Accountancy

Using a machine learning approach to process 11 million tweets posted by S&P 1500 firms from 2011 through 2016, we find that poor CSR performance firms tweet more about CSR activities and use tweets that are shorter, and with more passive voice and extreme tone. Good CSR performance firms tweet less about CSR, yet gain twice more followers per CSR tweet than poor CSR performance firms. Good CSR performance firms also experience a greater decrease in institutional ownership along with higher increases in bid-ask spread and stock return volatility after joining Twitter than do poor CSR performance firms. Our findings …

Authentic Leadership In The Digital Age, Richard R. Smith

Research Collection Lee Kong Chian School Of Business

Artificial intelligence algorithms are actively assessing our personality and behaviour based on our social media footprint with amazing accuracy – even after we have retired or died.