Podcast
Questions and Answers
What is a key aspect of social media and customer service?
What is a key aspect of social media and customer service?
What is a benefit of using social media in inbound and outbound logistics?
What is a benefit of using social media in inbound and outbound logistics?
What is an example of a social media platform used for internal communications in human resources?
What is an example of a social media platform used for internal communications in human resources?
What is a risk of using social media in human resources?
What is a risk of using social media in human resources?
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What is the value of social capital in terms of resources?
What is the value of social capital in terms of resources?
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How does social capital add value according to the text?
How does social capital add value according to the text?
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What is an example of a social media platform used for product reviews and testing?
What is an example of a social media platform used for product reviews and testing?
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What is the purpose of Yammer in an organisational context?
What is the purpose of Yammer in an organisational context?
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What is the primary purpose of Chatter, a social media platform developed by salesforce.com?
What is the primary purpose of Chatter, a social media platform developed by salesforce.com?
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What type of capital refers to the investment of resources for future profit?
What type of capital refers to the investment of resources for future profit?
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How do internal-facing communities using social media improve organisations?
How do internal-facing communities using social media improve organisations?
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What is one of the benefits of social capital to people?
What is one of the benefits of social capital to people?
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What is personal reinforcement in the context of social capital?
What is personal reinforcement in the context of social capital?
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What is the primary goal of a hyper-social organisation in using social media?
What is the primary goal of a hyper-social organisation in using social media?
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What is the primary reason why social capital is valuable?
What is the primary reason why social capital is valuable?
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What is the primary goal of using social media within an organisation?
What is the primary goal of using social media within an organisation?
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What is the concept behind the phrase 'You Are the Product'?
What is the concept behind the phrase 'You Are the Product'?
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What is the relationship between social capital and social media?
What is the relationship between social capital and social media?
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What is the primary goal of a freemium revenue model in social media?
What is the primary goal of a freemium revenue model in social media?
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What is the average click-through rate of smartphones compared to PCs?
What is the average click-through rate of smartphones compared to PCs?
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What is the primary concern of organisations in terms of mobile ad revenue?
What is the primary concern of organisations in terms of mobile ad revenue?
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What is the primary goal of a social media policy in an organisation?
What is the primary goal of a social media policy in an organisation?
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What is the first pillar of Intel's social media policy?
What is the first pillar of Intel's social media policy?
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What is the projected number of mobile devices by 2018?
What is the projected number of mobile devices by 2018?
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Study Notes
Hyper-Social Organisation
- A hyper-social organisation uses social media to transform interactions with customers, employees, and partners into mutually satisfying relationships with them and their communities.
Revenue Models for Social Media
- Advertising: pay-per-click, display or banner ads, mobile ads, classifieds, or digital video ads
- Freemium: offers users a basic service for free, then charges a premium for upgrades or advanced features
- Sales: apps and virtual goods, affiliate commissions, donations
Does Mobility Reduce Online Ad Revenue?
- Number of mobile devices to reach 10 billion by 2018
- Mobile data traffic to increase by eleven-fold
- Average click-through rate of smartphones is 4.12%, but just 2.39% on PCs
- Conversion rate: frequency someone clicks on ad makes a purchase, “likes” a site, or takes some other action desired by advertiser
- Use of ad-blocking software growing by 69% per year
Addressing SMIS Security Concerns
- Develop and publicise a social media policy to delineate employees' rights and responsibilities
- Intel's Three Pillars of SM Policies: Disclose, Protect, and Use Common Sense
Social Media and Customer Service
- Relationships emerge from joint activity, customers have as much control as companies
- Product users freely help each other solve problems
- Selling to, or through, developer networks most successful (e.g. Microsoft's MVP program)
- Peer-to-peer support risks loss of control
Social Media and Inbound and Outbound Logistics
- Numerous solution ideas and rapid evaluation of them
- Better solutions to complex supply chain problems
- Facilitate user-created content and feedback among networks needed for problem-solving
- Loss of privacy: open discussion of problem definitions, causes, and solution constraints
Social Media and Manufacturing and Operations
- Improve communication channels within organisation and externally with consumers
- Design products, develop supplier relationships, and improve operational efficiencies
- Crowdsourcing
- Businesses-to-consumer (B2C) marketing
- Internal-facing communities use social media to make organisations better
Social Media and Human Resources
- Employee communications using internal personnel sites (e.g. MySite and MyProfile in SharePoint)
- Finding employee prospects, recruiting candidates, candidate evaluation
- Place for employees to post their expertise
- Risks: forming erroneous conclusions about employees, becoming defender of belief or pushing unpopular management message
What Is the Value of Social Capital?
- Value of social capital: number of relationships, strength of relationships, and resources controlled
- Adds value in four ways: Information, Influence, Social credentials, and Personal reinforcement
How Do SMIS Increase Social Capital?
- Capital: investment of resources for future profit
- Types of business capital: Physical capital, Human capital, Social capital
- Social capital: social relations with expectation of marketplace returns
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Description
This quiz explores the concepts of hyper-social organizations, monetizing social media, and revenue models such as advertising, pay-per-click, and freemium.
