Resumen:
Purpose ¿ This study aims to center on understanding how stakeholder engagement processes
improve online child protection in telecom companies. The literature review and findings shed light on
the management of networks to identify, prevent and mitigate the adverse impacts of information and
communication technologies (ICTs)[1] and to find opportunities in terms of new policies and services
development.
Design/methodology/approach ¿ Three multinational telecom companies were analyzed with a
qualitative focus combining three research tools: the analysis of 81 corporate reports, self-administered
questionnaires and semi-structured interviews.
Findings ¿ Firms establish a collaborative network with a large number of stakeholders such as public
authorities, non-governmental organizations, educational institutions, representatives of families and
expert researchers. The outcomes of these networks range from the development of new products and
services (filters, child safety software and protection apps) to the co-creation of new corporate policies
with a high social impact (self-regulation, sectorial codes, awareness initiatives and reporting).
Practical implications ¿ This study outlines guidelines for the industry in identifying, engaging and
making decisions in a collaborative way when managers have to engage with multiple stakeholders
regarding child protection. The academic debate and the empirical findings have many practical
implications for ICT companies whose users are ch
