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Conceptual models: begin by designing what to design

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Abstract

Suppose you are designing a software product, electronic appliance, or Web service. You've gathered functional requirements from Marketing and from prospective customers and users. You've done a task-analysis and created user profiles. What's your next step?
Conceptual Models:
Begin by Designing What to Design
Jeff Johnson, UI Wizards, Inc.
Austin Henderson, Rivendel Consulting & Design, Inc.
Introduction
Suppose you are designing a software product, electronic appliance, or web service. You’ve
gathered functional requirements from Marketing and from prospective customers and users.
You’ve done a task-analysis and created user profiles. What’s your next step?
For many designers, especially those new to user-interface design, the next step is to sketch the
control panels and dialog boxes of their product or the pages of their web service. Such initial
sketches are usually high-level and low-fidelity – showing only gross layout and organization.
If you begin your design phase by sketching, we believe you've missed a step. Sketching
amounts to starting to design how the system presents itself to users. It is better to start by
designing what the system is to them. That is, by designing a conceptual model.
Let’s consider examples of conceptual models. Assume you are designing:
A website. Is the site
a) a collection of linked pages, or
b) a hierarchy of pages with some crosslinks?
Breadcrumbs for website navigation. Do they show
a) the history of pages you have gone through to arrive here, or
b) the place of this page in the hierarchy of pages?
Support for discussion grouped around topics. Is the structure
a) a set of threaded lists one for each subject, or
b) a set of postings each with potentially related subjects?
An application for creating newsletters. Is a newsletter
a) a list of items, or
b) a set of pages each with layout of items?
A platform for creating questionnaires. Is the questionnaire
a) a linear list of questions, or
b) a branching tree of questions?
These decisions matter. Depending on how you choose, users will think of things differently, the
objects will be different, the operations users can do on them will be different, and how users
work will be different. If you try to avoid choosing, to have it both ways (and, of course, most
designs have more than two ways of going), users will get a confused understanding of the
system and confused direction on how to think about their work. Not choosing is tempting,
because these decisions are almost always difficult to make: usually they involve tradeoffs
between simplicity and power (tough call!); and they always depend on what the user is doing,
which means being clear about the users tasks. But in the end some sort of decision on the
conceptual model will be made, even if only as a side-effect (often bent and uncertain) out of the
rest of the design process.
Tough decisions, but essential, as we see it. And better done right up front when it is not made
even more difficult by being encumbered with lots of dependent details. Our position: Get the
bone structure right, then flesh it out.
By carefully crafting an explicit conceptual model focused squarely on the target task-domain,
and then, and only then, designing a user interface from that, the resulting product or service
will be simpler, more coherent, and easier to learn. In contrast, if you jump straight into
designing the user interface, you are much more likely to develop a product or service that seems
arbitrary, incoherent, and overly complex, not to mention heavily laden with computer-isms.
(For an example, see Sidebar 1: A Web App Without A Task-Based Conceptual Model.)
Designers with strong backgrounds in human-computer interaction and user-interface design are
probably well-aware of the value of conceptual models. However, our experience with our
clients indicates that conceptual models of this sort are almost completely unknown outside of
the HCI community, especially among web-designers and software programmers.
What a Conceptual Model Is
A conceptual model is a high-level description of how a system is organized and operates. It
specifies and describes:
the major design metaphors and analogies employed in the design, if any.
the concepts the system exposes to users, including the task-domain data-objects users create
and manipulate, their attributes, and the operations that can be performed on them.
the relationships between these concepts.
the mappings between the concepts and the task-domain the system is designed to support.
In using an interactive system (electronic appliance, software program, or web service), reading
its documentation, and talking with other people who use it, users construct a model in their
minds of the system and how it works. This allows them to predict its behavior and generalize
what they learn to new situations. If the designers take the trouble to design and refine a
conceptual model for the system before they design a user interface for it, users will be able to
more quickly “figure it out”. Furthermore, the model they “figure out” will be more like the one
the designers intended. A conceptual model of an interactive system is therefore:
an idealized view of the how the system works – the model designers hope users will
internalize;
the ontological structure of the system: the objects, their relationships, and control
structures;
the mechanism by which users accomplish the tasks the system is intended to support.
For example, suppose you are designing an online library catalog. The conceptual model might
include:
metaphors and analogies: e.g., the information is organized as in a physical card-catalogue.
concepts: e.g., item (with attributes: title, ISBN, status; with actions: check-out, check-in,
reserve), subtypes of item (e.g., book, periodical issue, LP, video), periodical volume, user
account (with attributes: name, items checked out), librarian;
relationships: e.g., a book is one type of item, periodical volumes contain issues;
mappings: e.g., each item in the system corresponds to a physical item in the library;
For an example of a conceptual model for a different task-domain, see Sidebar 2: Managing
Checking Accounts: Objects, Attributes, Actions.
Simple: A conceptual model should be as simple as possible while providing the required
functionality. An important guideline for designing a conceptual model is: "Less is more." If,
for example, you’re designing a search facility for the Web, do your intended users really need
full boolean search capability? If not—if a simpler search mechanism covers the user's needs—
don’t burden the design with the more complex capability. Similarly, if you're designing a route-
following application, is "turn NNE" needed, or only "turn right"
1
. And beware, simple ain't
simple: it often takes a lot of thinking (and testing) to deciding which model will be simplest!
Task-Focused: The more direct the mapping between the system’s operation and the task-
domain it serves, the greater the chances that the designers’ target conceptual model will be
correctly reproduced and adopted by the users (Norman, 1986). For example:
You are designing a software product for creating and managing organization charts. Is an
organization chart
a) a collection of boxes, box labels, box layout, connector lines, and attributes
thereof, or
b) a collection of organizations, sub-organizations, employees, and attributes thereof?
Model B maps more directly to the users’ task-domain, and so will be easier for the users, who
presumably already understand organizations, to master. In contrast, Model A focuses on the
graphic appearance of an organization chart, rather than on its function.
What a Conceptual Model Is Not
The conceptual model of an interactive system is not the user interface. It is not about how the
software looks or how it feels. It does not mention keystrokes and mouse-actions, screen
graphics and layout, commands, navigation schemes, dialog boxes, controls, data presentation, or
error messages. It does not say whether the software is operated through a GUI on a personal
computer or by voice-commands over a telephone. It describes only what people can do with the
system and what concepts they need to understand to operate it. It refers only to task-domain
objects, attributes, and actions.
The conceptual model is not the users' mental model of the system. Users’ mental models of
systems are not accessible to designers in any objective sense. Designers should not waste time
trying to determine what the users’ "mental models" of the system are (Nardi, 1993). Different
users are likely to have different mental models of a given interactive system anyway.
Conceptual models are more usefully thought of as a design-tool—a way for designers to
straighten out their thinking before they start laying out widgets. It is the designers’
responsibility to devise a conceptual model that makes sense to users based on users’
understanding of the task domain. In other words, a conceptual model may be the basis for
users’ mental models of the system, but that is not its primary purpose.
The conceptual models are not use cases (also known as task-level scenarios). Use cases are
stories about the domain tasks that users will have to carry out in their work. They are supposed
to be expressed in a system-neutral way, so as not to specify the design of the system. Use cases
emerge from study and analysis of the task domain through interviews, ethnographies, focus
groups, contextual inquiry, and other methods. They can either be input to the design of the
conceptual model or they can emerge from it (see below); therefore, they are often included in
1
If this example bothers you because it's comparing apples and oranges—different ways of thinking about
directions, then good! you are thinking about conceptual models. [Note: Not sure this footnote adds enough to
warrant keeping it.]
documents about conceptual models. However, a set of use cases is not a conceptual model: use
cases focus on tasks; the conceptual model focuses on the system.
Finally, a conceptual model is not an implementation architecture. An implementation
architecture contains concepts objects, attributes, actions, and control structures that are
required to implement the system. Some of these concepts in the implementation architecture
may correspond to concepts in the conceptual model (e.g., a BankAccount class vs. the concept
of a bank account), but if so, one is a technical object while the other is an abstract construct.
Of course, an implementation architecture will also include implementation objects that are of no
concern to users (e.g., streams to the file system), which should have no place in the conceptual
model
2
.
Object/Action Analysis
An important component of a conceptual model is an Objects/Actions analysis: an enumeration
of all the concepts in the model—all the user-understood objects in the system, user-understood
attributes of those objects, and the actions that users can perform on each of those objects
(Johnson et. al., 1989; Card, 1996). The Objects/Actions analysis, therefore, is a declaration of
the concepts that are exposed to users. Follow this rule: “If it isn’t in the conceptual model, the
system should not require users to be aware of it.”
Because computer-based systems often provide new capabilities, concepts not found in the task
domain – especially a pre-computerized one – often creep into the conceptual model. For
example, hardcopy documents in a physical filing system can only be organized one way, but
files in an electronic document system can easily be organized in multiple ways simultaneously.
However, each new concept comes at a high cost, for two reasons:
It adds a concept that users who knows the task domain will not recognize and therefore must
learn.
It potentially interacts every other concept in the system. As concepts are added to a system,
the complexity of the system rises not linearly, but exponentially!
Therefore, additional concepts should be strongly resisted, and admitted into the conceptual
design only when they provide high benefit and their cost can be minimized through good user
interface design (see the discussion of Quicken™ in Sidebar 2: Managing Checking Accounts:
Objects, Attributes, Actions). Remember: Less is more!
Relationships Between Concepts
Enumerating the objects and actions of the task-domain allows designers to notice actions that
are shared among objects. Designers can then use the same user interface for actions across a
variety of objects. For example, consider a drawing application that allows users to manipulate
both rectangles and ellipses. If creation works the same way for both types of objects, when a
user knows how to create a rectangle and wants to create an oval, - they already know how to do
it. Similarly, if users can constrain rectangles to be squares they should also be able to constrain
ellipses to be circles. This makes for a conceptual model that has fewer distinct concepts, is
simpler and more coherent, and is more easily mastered.
2
Sometimes this distinction is made by saying that only "user-visible" objects and relations should be in the
concepts of the conceptual model. However, this can be confusing, because it tends to direct our thinking toward
presentations—how things look—which as we have said is the subject matter of the interface, not the conceptual
model. We find "user-understandable" to be a safer term as it directs attention to the users' understanding
independent of how things look.
If objects in a task-domain share actions, they can probably be organized in a specialization or
type hierarchy, in which certain conceptual objects are specializations of others. If so, making
that hierarchy explicit in the conceptual model may help users comprehend it more easily. While
only programmers understand object-oriented analysis, most users can understand the idea of
specialization: for example, a checking account is a type of bank account, and a book is one type
of product or item a store might sell.
Depending on the application, objects may also be related by a containment hierarchy, in which
some objects can contain other objects. For example, an email folder contains email messages,
and an organization can contain employees.
Finally, concepts in a task-domain are related to each other in importance. Some concepts are
encountered by users more frequently than others. For example, closing a checking account is
an infrequent operation compared to, say, entering a transaction into an account. The relative
importance can be used to focus the design: it is more important to make frequent operations
easy, even at the expense of less-frequent ones.
From Conceptual Model to Completed Project
Developing a conceptual model as the first design step provides several benefits in later steps:
Lexicon. Once the development team assigns names to the objects, actions, and attributes
enumerated in the conceptual model, they have a lexicon of terms to be used in the application
and its documentation. As the interface is developed, the software coded, and the documentation
written, the lexicon can be consulted to ensure that terms are used consistently throughout.
Although the entire team develops the lexicon, it is best managed and enforced by the team’s
technical writer. This lexicon-manager—whoever gets the job–-should constantly be on the
lookout for inconsistencies in what things are called. For example: "Yo, Bill. We called this
thing a 'cell' in this dialog box, but we call it a 'container' in this other dialog box. Our official
name for them is 'cells', so we need to fix that inconsistency.". Software developed without a
lexicon often suffers from two common user interface "bloopers": 1) multiple terms for a given
concept, and 2) the same term for multiple distinct concepts (Johnson, 2000).
It is also the lexicon-manager’s role to be on the lookout for user-visible concepts in the
interface, software or documentation that aren’t in the lexicon, and to resist them. For example:
"Hey Sue, I see that this window refers to a 'hyper-connector.' That isn’t in our conceptual
model or lexicon. Is it just the wrong name for something we already have in our conceptual
model, or is it something new? If it’s something new, can we get rid of it, or do we really, really
need it?”
Task scenarios or use-cases. A conceptual model allows the development team to write
scenarios of the product in use, at a level of description that matches the target task-domain.
Such scenarios are often called use-cases. They are useful in checking the soundness of the
design. They can be used in product documentation, in product functional reviews, and as
scripts for usability tests. They also provide the basis for more detailed scenarios written at the
level-of-detail of the eventual interface design.
Once a conceptual model has been crafted, one can write use-cases or task-scenarios depicting
people using the application, using only terminology from the conceptual model. In the case of
the checkbook application, for example, it should be possible to write scenarios such as:
John uses the program to check his checking account balance. He then
deposits a check in his account and transfers funds into the account from
his savings account.
Note that this scenario refers to task-domain objects and actions only, not to specifics of any user
interface. The scenario does not say whether John is interacting with a GUI on a personal
computer or a voice-controlled interface over a telephone.
User-interface. A conceptual model gives the designer a clear target for what the interface has
to deliver to the user: the look and feel of the objects and actions have to be created, the
relationships embodied in the design. The conceptual model then offers the basis for tests of how
well the user interface works: can the users manipulate the objects through their representations
as the designer intended. (Note: It is tempting to think that the user can tell you about the
conceptual model of the system that they have formed in these tests. Resist it! That is setting the
bar way too high, and for no reason: It is not at all necessary for successful use of most systems
for users either to have the conceptual model "right", or to be able to talk clearly about it. Doing
does not require talking!)
The user interface design translates the abstract concepts of the conceptual model into concrete
presentations, controls, and user-actions. The user interface should be designed after the
conceptual model has been designed. Task-scenarios can then be rewritten at the level of the
user-interface design, for example:
John double-clicks on the icon for his account to open it. A separate
window opens showing the current balance. He then clicks in the blank
entry field below the last recorded entry and enters the name and
amount of a check he recently received. ...
Implementation. Readers who are programmers will have noticed the similarity between the
object/action analysis described here and the object-oriented analysis that is a common early step
in software engineering. Although object/action analysis is restricted to user-understood
concepts while object-oriented analysis is not, having done an object/actions analysis provides a
first cut at the object-oriented analysis. Therefore, developing a conceptual model is not a
simple added cost for a project; it produces outputs that save costs in the software development
stage.
Documentation. A conceptual model provides the documentation team with the material that
they will have to provide to the user to help with learning the system (help material,
documentation). A clearly defined conceptual model is a good place to start, and should be
coupled at all points with the descriptions of tasks and interface actions (see preceding).
Design process. Because almost everyone on the development team is orienting to the
conceptual model, the conceptual model can also a central coordination point for members of the
team as they design and develop the system.
The centrality of the conceptual model and its potential role in orchestrating the design process
has one very strong implication for design activities and their relationship with the conceptual
model:
Unilateral additions of concepts to the conceptual model by any team member is not allowed.
For example, if a programmer thinks a new concept needs to be added to the software, she must
first persuade the team to add the concept to the conceptual model; only then should it appear in
the software. Or again, if a documenter finds that they have to introduce an additional concept to
explain the system, that change must be reflected first in the conceptual model (with the whole
team's agreement), and then it will appear in the documentation.
The process will usually not be linear. As design proceeds from conceptual model to user
interface to implementation, it is most likely that these downstream designs will reveal problems
in the conceptual model. (It is tough to get it right the first or even the fifth time!) Early
usability testing can, and should, be designed to accelerate this process: low fidelity, quick
prototypes can be focused on the important parts of, and questions in, the conceptual model.
Lightweight usability testing can thus evaluate the conceptual model as well as the UI design.
If testing exposes problems in the conceptual model, go back and change it. Resist the temptation
to treat the conceptual model as “dead” after an initial UI has been designed from it. If you
don’t keep the conceptual model current as you improve the design, you will regret it in the end,
when you have no single coherent high-level description on which to base user documentation,
training, or later system enhancements.
Of course, changing the conceptual model is painful: it affects the user interface, the
documentation, and the implementation. The entire team is affected. But the conceptual model is
the single most important part of your design. Therefore, it pays to make it as simple and task-
oriented as you can, then do whatever you need to do to reconcile the rest of the design with it.
Otherwise, your poor users will have little chance of understanding the user interface, because it
will be based on a muddled conceptual model.
Conclusion
Good user interfaces start with clean, simple, task-oriented conceptual models. The conceptual
model is the bones of the design. One nice thing about this is that the conceptual model is much
smaller than the whole design. It is something that can be held in mind and worked on. Get the
conceptual model in hand before adding all the complexity of everything else.
Once you have the conceptual design, all the other design and implementation activities can and
should be grounded in it, feeding it further (task scenarios, evaluation), building on it (user
interface, lexicon, implementation, documentation, evaluation). Because the conceptual model is
so central, it is important to ensure that everyone agrees on it. Because changes that affect the
conceptual model affect everyone, all changes must be made jointly. The conceptual model is the
central point of discussion and site of debate.
So at the outset, and throughout, let the sketching follow the modeling. Before you design,
design what you are designing: design a conceptual model.
References
Card, S. (1996). “Pioneers and Settlers: Methods Used in Successful User Interface Design”, in
M. Rudisill, C. Lewis, P. Polson, T. McKay (eds.), Human-Computer Interface Design: Success
Cases, Emerging Methods, Real-World Context, Morgan Kaufmann.
Johnson, J., Roberts, T., et. al. (1989). “The Xerox Star: A Retrospective”, IEEE Computer,
September.
Johnson, J. (2000). GUI Bloopers: Don’ts and Dos for Software Developers and Web
Designers, Morgan Kaufmann.
Nardi, B. and Zarmer, C. (1993). Beyond models and metaphors: Visual formalisms in user
interface design. Journal of Visual Languages and Computing 4, 5-33.
Norman, D.A. (1986). “Cognitive Engineering”, in D. Norman and S.W. Draper (eds.), User-
Centered System Design, Lawrence Erlbaum Associates.
================= Side bar 1 =====================
A Web App Without A Task-Based Conceptual Model
A large database company has a website that its external consultants use to log hours worked. Is
its user interface based on a task-focussed conceptual model? You be the judge:
To log a week’s worth of hours, consultants click on “Create Record”. Why “Create
Record”, rather than, say “Log Hours” or “Log New Week”? Because the information is
being stored in a database, so a new database record must be created in which to store the
new data.
If a user succeeds in logging a week’s hours, the system displays the message: “Success: new
row inserted.” Huh? Not only does this message seem unrelated to logging hours, it seems
unrelated even to the software’s own term for the function: “Create Record”.
If a consultant forgets that already she logged her hours for a particular week and tries to log
the same week again, the system displays the error message: ORA-00001: unique
constraint (CLEATS.PA_REPORT_HEADERS_U!) violated”, informing the user that
some internal software constraint has been violated rather than that, e.g., “Hours for that
week have already been logged”.
The function for changing one’s password accepts any character sequence as a new
password, even though the Login function won’t accept non-numeric passwords. Thus, it's
possible to set your password to a string that the Login function flags as an entry error. You
then cannot login.
================= End of sidebar 1 =====================
==================Side bar 2 ===============
Managing Checking Accounts: Objects, Attributes, Actions
If we were designing software for the task-domain of managing checking accounts, the
object/actions analysis would, if properly task-based, include objects like transaction, check, and
account. It would exclude non-task-related objects like buffer, dialog box, mode, database,
table, and string.
Regarding attributes, it would make sense in a task-based conceptual model for checks to have a
name, a number, and a date; for accounts to have an owner and a balance; and for transactions
to have an amount and a date. However, a conceptual model in which transactions had a byte-
size or an export encoding as user-visible attributes would not be task-focused and would detract
from the learnability and usability of the software, no matter how much effort went into
designing the user interface.
Finally, a task-based conceptual model would include actions like writing and voiding checks,
depositing and withdrawing funds, and balancing accounts, while excluding non-task-related
actions like clicking buttons, loading databases, editing table rows, flushing buffers, and
switching modes.
A checking account management application probably has to support recurring transactions, such
as paying the electric bill each month. Therefore, it may seem necessary to include objects like
transaction templates and actions for defining and managing templates.
But consider how repeating transactions are handled in Quicken™, a checkbook management
product from Intuit. Quicken’s designers recognized that entering recurring transactions should
be very easy. The designers could have fulfilled this need by including an explicit template-
management facility, with commands like “Define Template” and “Use Template”. Wisely, they
didn’t do that. It would have added greatly to Quicken’s overall complexity. Instead, they
allowed users to simply record a transaction as if it were a one-time event, then tell Quicken they
want to reuse it. Quicken creates a template from the transaction (based on domain-specific
rules) and puts it into a list. Users simply click on a listed transaction to reuse it. In this way,
the designers of Quicken added the functionality of transaction templates without the excess
conceptual baggage that many software applications that offer templates have.
================= End of sidebar 2 =====================
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... These problems may also cause delays in the next phases of Software Development Life Cycle (SDLC) and increase the cost of a software project. Therefore, it is critical that these requirements are needed to be transformed into easy to understand conceptual models [3]. ...
... According to answers to this question, proposed methods in the reviewed studies are observed. RQ 3 identifies the outputs of the studies. That is, types of extracted conceptual models (UML diagrams, program code, etc.) by analyzing requirements are determined. ...
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Identification of stakeholder needs and documentation of software requirements are the critical steps to launch a software project. Natural language requirements serve as an agreement among the project stakeholders and they must be transformed into easy-to-understand conceptual models to avoid communication problems. Although conceptual models are mostly created manually with human involvement from the software team, it is seen in recent times that there is a significant increase in studies that automatically generate conceptual models from software requirements. In this study, a Systematic Literature Review (SLR) based on the search of forty-four primary studies (published between 1996 and 2020), which automatically transform software requirements into conceptual models, is reported. These studies are evaluated regarding their approaches, functionalities, dataset used, evaluation methods, generated model types, and languages supported. Finally, several improvable points in the current approaches are highlighted and suggestions are provided as further works.
... People form mental models through experience, training and instruction. Johnson & Henderson (2002) describe a conceptual model as, "a high-level description of how a system is organized and operates". The user's goal and their forgetfulness in mind suggests that a user would want to avoid reading a large detailed instruction book on how it operates (Gribbons, 1999;Norman, 1988). ...
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Abstract When we forget things, we feel anxious which can impact our day negatively. Some individuals believe they are forgetful, so emphatically, it disrupts their day. There has been little discussion about perceived forgetfulness in design and HCI, combined with few studied smart objects to aid with memory. However, embedded systems, radio frequency identification (RFID) and HCI research provides inspiration towards creating a solution. Challenges of creating a day-to-day smart object that can enhance a user’s lifestyle are explored and recommended design guidelines for creating a smart object in a specific domain are the focus of this thesis. Using an experience-centred approach, ‘Message Bag’ and ‘Tag Along’ are two purpose built object-based memory aids that have emerged as a result of investigating the design processes for smart objects. The work examines smart objects in the context of forgetting what items to pack in a bag. A solution presented is a device consisting of an RFID system involving (a) pre-tagging essential items; (b) scanning those tagged items and; (c) viewing a corresponding light illuminate, to communicate to the user. Although the conceptual model is simple, success depends on a combination of technical design, usability and aesthetics. These scanning interactions result in a person feeling more confident as suggested through autoethnography reporting, real-world, third person engagements - single user walkouts, conference demos, professional critiques, and residential weekends with potential users (focus group) studies conducted. My work involved extensive autobiographical research and design-led enquiries. Testing was undertaken with investigative prototypes, followed by field testing high-fidelity prototypes. This involved an in-the-wild comparative study involving six users over several months. Results show that people feel more confident and respondents claim no longer needing to continually check items are packed, thus ‘gaining time’, and feeling less forgetful. Although the application of RFID is not new to ubiquitous computing, this implementation, styling and system immediacy is novel. This thesis presents the development of ten prototypes as well as design guidelines. The research provides a solid base for further exploration, and includes discovery of the importance of a user’s style universe and extreme ease-of-use. I conclude with the presentation of early positive results including; (i) the unique form factor becomes a reminder itself and; (ii) usability coupled with the intuitive nature of the system is shown to be essential. We found that when you are creating a smart object, usability and an intuitive nature is even more important than in a standard system. When dealing within the domain of forgetfulness, this is paramount.
... A conceptual model, according to Johnson and Henderson (2002), is a high-level depiction of how a system is constructed and operated. It describes and identifies the most essential design metaphors, as well as whether analogies were employed in the design and the system's concepts. ...
Chapter
Customer relationship management (CRM) has evolved significantly in recent years, from a strategy that focused exclusively on developing financial links with clients to one that fosters both transactional and interactional interactions. As a result, a new type of CRM called social customer relationship management (SCRM) or CRM 2.0 has emerged. This research presents and builds a conceptual model to address the connections between customer relationship management, social media technologies, customer engagement, positive word of mouth, and brand loyalty. Adding to the conventional relevance of customer relationship management, this study presents how Social CRM has become the need of the hour. This research would be helpful to both service and product-based organisation. A conceptual model has been developed to show how social media technologies lead to both positive word of mouth and brand loyalty. SCRM (social customer relationship management) is a new paradigm that influences customer-organization relationships by allowing customers to govern the connection via social media.
... Conceptual model is a high-level description on how the system is operated and organised (Johnson & Henderson, 2002 ...
... A conceptual model as it is defined in some sources as âĂIJa high-level description of how a system is organized and operates" [46]. In general, it is a simplified and easy way to explain to It supports many signifiers such as: ...
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