Impact of Social Media and ICT on Knowledge Management in E-commerce

This article discusses the impact of social media and information and communication technology on knowledge management in e-commerce. It highlights the role of social media and ICT in improving business activities and enhancing customer satisfaction.

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1. The article is aimed at explaining the manner in which knowledge management and
information technology would play a role in e- commerce activation by using the
customer knowledge method of social media. Social media has an obvious impact on the
flow of organizational business by integrating within the knowledge management system.
Social media is one of the key emerging themes as found in the article and its impact is
widely faced in the business organizations (Al-Khattab 2018). Social media has grown
and developed in the recent years and changed the way in which products and services
are communicated to the customers. Almost every business in today’s world has a strong
online presence to gain better control of their customers. According to (, social media
affects knowledge management by supporting the resources and helping in overcoming
the barriers of knowledge management. On the other hand, social media use of customer
relationship management or CRM and business performance satisfaction are dependent
on the controlling power of social skills and the intensity of media sales. In this context, a
question was raised regarding the acceptance of social media by the small companies. It
can be stated that the small companies are interested in taking the benefits of the scope
presented to them in different forms. Website analysis, forms distribution and making
communication through interviews of the organizational owners have paved the way for
new methods of business performance.
This article has also found out that information and communication technology is one of the
key emerging themes within the business organizations. E-commerce is one form of progress in
the field of information and communication technology. Ali- Hassan, Nevo and Wade (2015)
mentioned that the role of ICT has helped in the growth of e-commerce in today’s business
world. The business strategies and career opportunities along with the managerial issues are

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addressed with the help of ICT in many contexts. ICT permits the business Organizations to
make effective decisions by storing, processing and evaluating the available data so that the
operations can be managed in an efficient manner. Communication in today’s world has helped
the employees located in different parts of the world to work together and make a collaborative e
decision. As per Breidbach and Maglio (2015), the inclusion of ICT in the business activities, the
entire organizational activity can be improved. For instance, in the production line, the computer-
aided designs or CAD helps in providing solutions to waste less time in reworking. It has been of
great help in making appropriate work at one go so that the additional time can be used in doing
other works. Quality of customer support service has improved in the recent years because of the
effect of improved information and communication technology. For instance, in a call center, it
has become easy for the agents to get access to the customer information such as their purchase
history and choice of products. Easy availability of information has helped in meeting the
demands of the customers quickly and efficiently and enhancing customer satisfaction
(Tchamyou 2017).
2. The primary themes found out in the previous task are mainly revolved around social
media and information and communication technology. In this respect, it can be stated
that in the next five years, social media has evolved largely and it will continue to do the
same in the next five years. Guesalaga (2016) stated that the next five years, business
activities are going to experience more dramatic change in terms of the effect of social
media. Social media has made its way into advancement through wires, wireless
networks and hardware and made connection possible among everyone throughout the
universe. For instance, in the earlier days, social media was only recognized with Orkut,
Yahoo and later on Gmail. The terms Orkut and Yahoo have become obsolete after

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Google has spread its enormous network in the form of Google Hangout, Google Duo,
Google Maps, Google Duo and others. The world has become extremely small when it
comes to communicating with each other in different locations. The next five years in
social media is going to be the same with more advancement in the form of other social
media platforms (Mihalič, Praničević and Arnerić 2015).
Ramanathan, Subramanian and Parrott (2017) stated that the role of information and
communication technology has taken a major shape and it will improve in the next five years. It
will be a prominent subject in the day-to-day lives of every individual and the world might see a
5G connection. For instance, in the initial days of smart phones, people were only dependent on
2G speed, which was taken over by 3G and at present, no one can think of their life without a
good 4G connection. The impact of ICT will be experienced in the form of knowledge
management by planning, regulating, supervising, coordinating and organizing knowledge with
the operations, capacities, organizational potential and capital (Ngai, Tao and Moon 2015). A
greater impact is expected to be experienced in terms of competitive advantage as it is going to
generate a learning business system in the world. The employees will not find it difficult to work
in cross- cultural teams with the improvement in information and communication technology in
the upcoming years. The major companies should take into consideration the significant
implications of ICT in the business organizations and design their strategies in the same way.
Therefore, it can be inferred from this article that social media and information and
communication technology are an integral part of the business activities. They are responsible
solely for the improvement of the networking and communication in every part of the world.
Knowledge management has faced the most effective changes due to the advent of social media
and ICT. The technological giants have strongly affected the corporate and professional sector

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and they will continue to do so. The organizations need to keep it in mind before creating their
future strategies sp that they can be an active part of the progress.

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References
Ali-Hassan, H., Nevo, D. and Wade, M., 2015. Linking dimensions of social media use to job
performance: The role of social capital. The Journal of Strategic Information Systems, 24(2),
pp.65-89.
Al-Khattab, A.M.M., 2018. Impact of knowledge management on the activation of e-commerce
using social media: client approach.
Breidbach, C.F. and Maglio, P.P., 2015, May. A Service Science Perspective on the Role of ICT
in Service Innovation. In ECIS.
Guesalaga, R., 2016. The use of social media in sales: Individual and organizational antecedents,
and the role of customer engagement in social media. Industrial Marketing Management, 54,
pp.71-79.
Mihalič, T., Praničević, D.G. and Arnerić, J., 2015. The changing role of ICT competitiveness:
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Ngai, E.W., Tao, S.S. and Moon, K.K., 2015. Social media research: Theories, constructs, and
conceptual frameworks. International Journal of Information Management, 35(1), pp.33-44.
Ramanathan, U., Subramanian, N. and Parrott, G., 2017. Role of social media in retail network
operations and marketing to enhance customer satisfaction. International Journal of Operations
& Production Management, 37(1), pp.105-123.

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Tchamyou, V.S., 2017. The role of knowledge economy in African business. Journal of the
Knowledge Economy, 8(4), pp.1189-1228.