24 Questions
What is a key aspect of social media and customer service?
Customers have as much control as companies
What is a benefit of using social media in inbound and outbound logistics?
Numerous solution ideas and rapid evaluation of them
What is an example of a social media platform used for internal communications in human resources?
MySite and MyProfile in SharePoint
What is a risk of using social media in human resources?
Forming erroneous conclusions about employees
What is the value of social capital in terms of resources?
All of the above
How does social capital add value according to the text?
Through information, influence, social credentials, and resources
What is an example of a social media platform used for product reviews and testing?
YouTube
What is the purpose of Yammer in an organisational context?
Enterprise social networking service
What is the primary purpose of Chatter, a social media platform developed by salesforce.com?
To connect employees and customers within an organisation
What type of capital refers to the investment of resources for future profit?
Social capital
How do internal-facing communities using social media improve organisations?
By making organisations better
What is one of the benefits of social capital to people?
Information and opportunities
What is personal reinforcement in the context of social capital?
Professional identity, image, and position in an organisation or industry
What is the primary goal of a hyper-social organisation in using social media?
To transform interactions into mutually satisfying relationships
What is the primary reason why social capital is valuable?
It has marketplace returns
What is the primary goal of using social media within an organisation?
To improve internal communications
What is the concept behind the phrase 'You Are the Product'?
Renting your eyeballs to an advertiser
What is the relationship between social capital and social media?
Social media can be used to increase social capital
What is the primary goal of a freemium revenue model in social media?
To offer users a basic service for free, then charge for upgrades or advanced features
What is the average click-through rate of smartphones compared to PCs?
Smartphones have a lower click-through rate than PCs
What is the primary concern of organisations in terms of mobile ad revenue?
The growing use of ad-blocking software
What is the primary goal of a social media policy in an organisation?
To delineate employees' rights and responsibilities
What is the first pillar of Intel's social media policy?
Disclose
What is the projected number of mobile devices by 2018?
10 billion
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
This quiz explores the concepts of hyper-social organizations, monetizing social media, and revenue models such as advertising, pay-per-click, and freemium.
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