Table 1 Dimensions of social media... | Emerald Publishing

Table 1

Dimensions of social media engagement in the DEST framework and how they align with institutional logics, stakeholder engagement strategies and stakeholder trust outcomes

Dimensions of social media engagement in DEST framework	Definition	Alignment with institutional logics	Stakeholder engagement strategies	Stakeholder trust outcome	References
Transparency	Transparency is the practice of openly and honestly communicating an organization’s policies, decisions, operations and performance	Regulatory and Civic Logics, emphasize openness and accountability	Accountability Disclosures, live Q&A, public dashboards	Builds credibility and legitimacy through reduced information asymmetry	Gupta and Bansal (2024), Ramaswamy (2009), Khanal et al. (2021)
Communication Effectiveness	Communication effectiveness refers to an organization’s ability to deliver clear, consistent, timely and responsive messaging across digital platforms	Market and Professional Logics, Focus on dialogue and credibility	Interactive posts, newsletters and social listening	Increased responsiveness, trust through reliability	Eriksson (2018), Men (2015), Greenwood et al. (2011), Fissi et al. (2022), Mondal (2013)
Customer Feedback Integration	Customer feedback integration is the systematic process of collecting, analysing and incorporating stakeholder input to make, innovations and improve service delivery	Community and Participatory Logics, Emphasis on co-creation	Feedback portals, polls, idea submissions	Enhanced satisfaction and loyalty via stakeholder inclusion	Patti et al. (2020), Uhodnikova et al., 2024, Gemser et al. (2025)
Brand Visibility	Brand visibility refers to the extent to which a brand is recognizable, accessible and consistently present across digital and physical channels within a target audience’s environment	Market and Cultural Logics, Institutional branding and trust	Campaigns, influencer partnerships, executive visibility	Positive familiarity and buffer against crises	Chitra and Gokilavani (2020), Drummond et al. (2020), Dubbelink et al. (2021)
Knowledge Sharing	Knowledge sharing is the deliberate exchange of information, expertise, experiences and insights within and across organizational boundaries to foster learning, and innovation	Professional and Normative Logics, emphasize transparency and learning	Blogs, whitepapers, employee posts, webinars	Institutionalized trust through thought leadership	Zhao et al. (2020), Wang and Xie (2023), Ghalavand et al. (2022), Sutherland (2024)
Privacy and Security	Privacy and security refer to the ethical, legal and technical measures that organizations implement to protect stakeholder data	Regulatory and Civic Logics, Compliance and moral duty	Compliance frameworks, privacy dashboards, secure engagement tools	Stakeholders feel protected and informed about data use	Laasch and Conaway (2015), Moallem (2024), Acquisti and Grossklags (2005)

Dimensions of social media engagement in DEST framework	Definition	Alignment with institutional logics	Stakeholder engagement strategies	Stakeholder trust outcome	References
Transparency	Transparency is the practice of openly and honestly communicating an organization’s policies, decisions, operations and performance	Regulatory and Civic Logics, emphasize openness and accountability	Accountability Disclosures, live Q&A, public dashboards	Builds credibility and legitimacy through reduced information asymmetry	Gupta and Bansal (2024), Ramaswamy (2009), Khanal et al. (2021)
Communication Effectiveness	Communication effectiveness refers to an organization’s ability to deliver clear, consistent, timely and responsive messaging across digital platforms	Market and Professional Logics, Focus on dialogue and credibility	Interactive posts, newsletters and social listening	Increased responsiveness, trust through reliability	Eriksson (2018), Men (2015), Greenwood et al. (2011), Fissi et al. (2022), Mondal (2013)
Customer Feedback Integration	Customer feedback integration is the systematic process of collecting, analysing and incorporating stakeholder input to make, innovations and improve service delivery	Community and Participatory Logics, Emphasis on co-creation	Feedback portals, polls, idea submissions	Enhanced satisfaction and loyalty via stakeholder inclusion	Patti et al. (2020), Uhodnikova et al., 2024, Gemser et al. (2025)
Brand Visibility	Brand visibility refers to the extent to which a brand is recognizable, accessible and consistently present across digital and physical channels within a target audience’s environment	Market and Cultural Logics, Institutional branding and trust	Campaigns, influencer partnerships, executive visibility	Positive familiarity and buffer against crises	Chitra and Gokilavani (2020), Drummond et al. (2020), Dubbelink et al. (2021)
Knowledge Sharing	Knowledge sharing is the deliberate exchange of information, expertise, experiences and insights within and across organizational boundaries to foster learning, and innovation	Professional and Normative Logics, emphasize transparency and learning	Blogs, whitepapers, employee posts, webinars	Institutionalized trust through thought leadership	Zhao et al. (2020), Wang and Xie (2023), Ghalavand et al. (2022), Sutherland (2024)
Privacy and Security	Privacy and security refer to the ethical, legal and technical measures that organizations implement to protect stakeholder data	Regulatory and Civic Logics, Compliance and moral duty	Compliance frameworks, privacy dashboards, secure engagement tools	Stakeholders feel protected and informed about data use	Laasch and Conaway (2015), Moallem (2024), Acquisti and Grossklags (2005)

Source(s): Author’s own work