Time and Emotions in Enterprise Communities

Ryan Compton

This work studies two aspects of online communities: Which aspects of linguistic content predict member satisfaction and are temporal changes consistent with proposed online community lifecycle models? The first study examined the extent to which emotional and factual language relate to member satisfaction (A known factor of online community success). This study found that communities with more factual content (less emotional), these communities also had higher levels of member satisfaction. This relationship was further explored by examining various community types as well as various social tools existing within the communities. The second study examines the posting and linking behaviors across two formal roles within enterprise online communities. The findings show that posting and linking behaviors differ across various tools (Forums, Blogs, Wikis) and that these effects are changing over time. Most tools were dominated by specific roles but the level at which these role dominant the behaviors within each tool vary. This findings have interesting implications as to how online community tools should be focused more so on who is using the tools and what is the intention with the content being posted.