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

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the student:
Name of the university:
Author note

1HUMAN RESOURCE MANAGEMENT
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

2HUMAN RESOURCE MANAGEMENT
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