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This thesis proposes the social media relationship-building framework, which serves as a guideline for online retailers who seek to utilize social media to accomplish corporate objectives. The framework organizes the appropriate instruments (What is the objective, how can it be measured), management model (focus on relationships) and attitudes (rules of engagement) that allow online retailers to successfully pursue a sustainable and mutually beneficial relationship.

On many websites users can personally contribute information, ranging from short text messages to photos and videos. Users can see the information contributed by others and respond to it. These social media actively engage their community in the structuring of the collection by making use of collaborative annotation methods. Next to an improved description of the collection, collaborative annotations give insight in the personal preferences of individual users. Through all interactions with the data, users leave traces that can be exploited by the system to learn this preference and personalise social media access for each individual. This thesis contributes to the understanding of social media and collaborative annotation data by studying various data filtering tasks. Different types of collaborative annotations are used to adapt the collection access to the preference of individual users. The deployed data filtering methods are used as a means to learn about the factors that contribute to the accessibility of the information in the system. The results in this thesis show that small variations in data type, user interface and other system aspects appear to have large influence on the access possibilities of social media. By increasing the understanding of collaborative annotation data and the aspects that influence this data, this thesis has been able to improve existing data filtering methods and propose new opportunities for effective personalised access to social media.

Although current and upcoming web technologies offer all kinds of new opportunities to support student-centered learning, there does not exist yet a clear roadmap to integrate these technologies into teaching and learning processes. In this paper a model is introduced in order to develop Personal Learning Environements (PLEs) consisting of Web2.0 tools and to integrate them into teaching and learning processes. Next to this, an example implementation in the context of a secondary school is described. Two questions framed this study. First, how do students integrate PLE tools into their learning activities? Second, what is the students and teacher’s perception of the PLE project? Results show, among others, that web2.0 tools should be thoroughly integrated with active teaching and learning methods in order to realize a student-centered learning environment. It was also concluded that students need enough time and teacher’s facilitation in order to get learning and pedagogical value out of PLEs tools and to be able to truly integrate them into their learning activities.

Software architecture plays an important part in program comprehension, which is one of the most time consuming tasks in software development. If software developers don’t properly share their architectural knowledge with team members, the team will act based on an incomplete or even possibly incorrect view on the code base, and this can lead to architectural degradation. Recently there has been a surge of collaboration, communication and sharing with the advent of Web 2.0 applications. In this thesis we have investigated how Web 2.0 can be used to support software architecture management. In particular in the area of architecture documentation, architecture retrieval, and collaboration. We created an approach which applies Web 2.0 concepts such as traceability, integration, usability, navigability, and user experience, to software architecture management. This approach is supported by a prototype tool called ArchWiki, which has features such as traceability between different artifacts (e.g. source code, architectural diagrams, architectural documentation), context-sensitive views, hyperlinks, notifications, tags, and bookmarks. We performed an initial evaluation study to assess ArchWiki. In this study we found that Web 2.0 has the potential to support software architecture knowledge management.