The application of digital technologies in company responses to COVID-19: an integrative framework

Abstract

The COVID-19 pandemic has challenged organisations to adapt and redesign their processes and management practices in response to the rising emergency. Governments across the globe have implemented strategies to reduce infection and mortality, and build resilience. Most response strategies and actions have leveraged the potential of digital technologies (DT). However, despite the importance of DT in supporting business continuity, an integrative framework describing how DT can support organisational responsiveness in relevant disruptions is still not available. This research presents the outcomes of a web and social content analysis of 40 world-leading corporations facing the COVID-19 emergency. The study identifies how these organisations have used DT in 12 activities related to the management of operations, human resources, and customers. For each activity, a set of digital enablers are identified, and the deriving organisational value is outlined. The contribution of this research lies in reinvigorating and advancing the scholarly discussion on the centrality of DT for the enhancement of organisational preparedness in critical scenarios. From a managerial perspective, this research provides business leaders and managers with a checklist useful to define digital-enhanced business continuity plans.