The Role and Influence of Organization Support to Improve Enterprise Social Networking: Thrive, Not Just Survive

Enterprise Social Networking (ESN) is increasingly adopted in workplaces, yet employee engagement remains limited due to insufficient organizational support (OS). Guided by Social Exchange Theory, this study explores the types of OS that foster employee engagement with ESN as reciprocal resource exchanges. Using triangulated qualitative methods—26 semi-structured interviews and 157 longitudinal comments—four key OS factors emerged: responsiveness to employee queries, meaningful feedback, recognition and rewards, and visible ESN outcomes. The study offers theoretical insights into reciprocity in ESN use, employs a rigorous triangulation approach, and provides practical guidance for enhancing ESN effectiveness through targeted organizational support mechanisms.