HC1021 - Analyzing Social Media's Impact on Business Communication

This essay examines the significant impact of social media on contemporary business communication, focusing on the opportunities and challenges it presents for modern businesses. It uses Woolworths, an Australian supermarket chain, as a case study to illustrate these points. The essay discusses how social media platforms enable businesses to connect with customers, gather feedback, and enhance customer service. It also highlights the importance of social media in brand awareness, market share gain, and cost-effective marketing strategies. The analysis covers how social media facilitates real-time communication, improves customer engagement, and allows for continuous monitoring of marketing campaign performance, ultimately transforming the way businesses operate and interact with their stakeholders. Desklib provides access to similar solved assignments and resources for students.

Running head: INTERPERSONAL AND E-COMMUNICATION
Interpersonal and E-Communication
Name of the Student
Name of the University
Author note

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INTERPERSONAL AND E-COMMUNICATION
Introduction
The essay helps in analysing the impact of the social media on the contemporary
business communication. The different kind of changes has to be addressed that has impacted
the ways in which the modern business operates in the organization. Proper explanation of
the different kind of fundamental challenges and opportunities has to be analysed effectually
that can help in making the business better in nature. The company that has been chosen in
the essay is Woolworths, Australia wherein proper analysis is required to be done on the
importance of the social media in the company in an effectual manner.
The main aim and purpose of the report is to understand the importance of the social
media on business communication. It helps in understanding the different kind of changes in
the business communication that have impacted the way and this will help in identification of
the suitable business that uses the social media in an effectual manner and it helps them in
utilizing the social media effectually.
Meaning of Social Media in Business Communication
Social Media plays a vital role in the business communication process wherein this
includes powerful marketing platform for the different suppliers and companies in an
effectual manner. Social Media is one of the online contents that is created by the different
kind of individuals with the different and proper usage of accessible publishing information
with the help of information in an effectual manner. Social Media includes the different kind
of contents wherein this includes the content of allowing the different individuals to connect
with them and create proper personal and professional relationships with the different
customers and suppliers as well (Tiago and Veríssimo 2014).
Overview of Woolworths

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Woolworths is one of the Australian supermarket that has been owned by Woolworths
Limited and it was founded in the year 1924. The headquarters of the company is situated in
Bella Vista, New South Wales, Australia and the company uses the social media technologies
in managing the client base and analyse the different strategies of the company that is
required to be adopted by them in an effectual manner.
Impact of Social Media on Contemporary Business Communication
Social Media plays a major role in the contemporary business communication process
in Woolworths. There are different kind of reasons wherein the social media is essential in
nature for the business communication in Woolworths. The social media helps the business of
Woolworths in learning about the customers along with connecting with them in an
appropriate manner (Taiminen and Karjaluoto 2015).
For example: Woolworths uses the social media applications in their business
wherein this will help them in managing the different kind of services and products in the
organization wherein this has increased their revenues and the customer base has become
strong in nature as well. It has helped them in addressing the larger crowd in the
competitive market and gain more customers in the future as well.
The success of the entire business of Woolworths is dependent on the live
performance of theirs on the social media sites. Proper connection with the different kind of
potential customers along with suppliers play a major role in networking with them for
Woolworths and this helps them in receiving information about the different products and
services wherein they are available in nature. The companies use the social media tool in
helping the customers to gain different knowledge on the various products and services
effectually about the services provided by Woolworths in an effectual manner (Baker and
Saren 2016).

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In order to remain in contact with the different kind of potential customers in the
business world, it is essential to get connected with them through social media and this will
assist them in getting in touch with the prospective customers as well. Communication is a
vital tool wherein communication plays a major role in the success of the organization. There
are different companies in the market who do not keep in touch with the customers and they
do not use any kind of technological advancements in the communication process of
communicating with their potential customers (Holliman and Rowley 2014).
By using Facebook along with Twitter, it will help Woolworths in keeping the clients
informed about Woolworths products and services and every single kind of move in an
appropriate manner. Communication with the usage of technology has altered in an effectual
manner and it is predicted to be upgraded within the few years. Social Media has different
kind of corporations in eyes of the different customers and it do not matter about the
geographical location or even the customers as everything comes to place when the potential
customers and the store is connected to one another (Järvinen and Karjaluoto 2015).
It is seen that no one prefers to do business within a specific wall and proper usage of
social media will help the companies in the market will help them in becoming more
personable and it will help them in optimizing their presence in the entire market as well. It is
seen that there are different kind of businesses or industries that uses social media to learn
about the customers and connect with their audience in an effectual manner (Shankar et al.
2016). The different kind of successful businesses have grown to know the audiences in an
effective manner.
For instance: It has been seen that social media has helped Woolworths in
managing the entire customer base and solved the different kind of grievances of the

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customers effectually. It has been seen that Woolworths has been able to clearly
reinvesting profits in the capital as well.
The social media tactics will help in analysing the behaviour and preferences of the
different customers in the organization. This helps in allowing the companies to get better
kind of audience and it helps in analysing the needs of the customers effectively and solve
their grievances in online platform as well (Spiller and Tuten 2015). Secondly, the social
media tactics and techniques help in reaching the new audiences both locally and globally as
well. There are different kind of customers in the market who uses Twitter and connect with
the different shops who use such applications to gain knowledge about the availability of the
different products and services in the market.
For instance- There are different organizations that include San Francisco ballet
along with Woolworths that believes that by offering different kind of valued services to their
customers in the market will help in engaging and nurture the existing relationship with the
customers in an effectual manner. Woolworths, in the present scenario has helped them in
managing the customer base by making them aware about the introduction of new products
and services through social media networks and solve their queries with the online chat
support system as well.
Furthermore, it was seen that the social media presence in the different businesses
help in improving the customer service that is provided to the different customers of the
respective company. It is seen that social media works best in the real time and it helps in
providing the instant access to the feedback from the customers. This kind of insight is
valuable in nature and it helps the company and the audiences in customer retention
(Krajewski, Malhotra and Ritzman 2015).

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Proper market share has to be gained by the different organizations with the utilisation
of the social media wherein when social media is used in an appropriate manner and find the
potential customers. The Manhattan Group has stood up by the idea that the serious kind of
recruiting agencies with strong kind of presence of the social media is helping the company
in gaining market share in the entire market in an effectual manner.
Furthermore, it is seen that there are different retail companies in the retail market
wherein they use the social media to create proper and meaningful relationships with the
different customers to generate lead in the entire competitive market. Proper investment of
time is required in the social media relationships wherein social media plays a major role in
the internal and external environment and this is positively affecting the business as well
(Charlesworth 2018).
Social media helps the different kind of businesses as it is one of the affordable way
in order to increase the awareness of the brand. It is seen that best part of the social media is
one of the affordable kind of option as this will help the companies in attracting the potential
suppliers and customers and get started with the marketing options as well. The best part
about the social media is establishing the business as the industry expand and expert the
professional work wherein proper relationship is built with the different customers to connect
with the people in the industry (Shankar et al. 2016).
In the year 2017, it has been seen that social media is growing at a very warp speed
and there are different kind of organizations that are using social media in attracting different
kind of customers along with potential customers effectually (Spiller and Tuten 2015). The
entire industry of social media is growing and it will become bigger in the coming years as
well. It is seen that the current market is not much focused on pushing the different products
and services to the customers with goal of making sale.

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The most essential part is that the company wants to make connections with the
different customers and aligning the different customers with the respective brand and
engaging the customers continuously with the unique content of their brand as well. With the
help and implementation of social media marketing, the companies can create different kind
of campaigns in promoting the different goods and services in the market and this helps them
in providing products and services and get proper feedback from the customers as well.
The entire social media networks have made the process exponentially faster and with
the marketing campaign going live, this will help in making the customers engaged with the
respective brand in an appropriate and effectual manner (Rowley 2016). The social media
networks help in allowing the different business to monitor constantly and track the entire
performance of the campaigns and this will help in understanding the feedbacks in an
effectual manner (Armstrong et al. 2015).
Furthermore, it has been seen that social media has proven the old adage that includes
the engagement round the clock and this is necessary in nature. It has been seen that the entire
business has changed in a drastic manner with the use of the different kind of modern
technologies and this will become effectual in nature as well. proper ascertainment is required
in nature wherein it has improved the communication process as this helps in providing real
time information to the customers relating to the different kind of products and services along
with innovativeness in the products and services as well (Kannan 2017).
Social Media has provided and created huge connection among the different
customers and companies as the information is accessed in the organization in an effectual
manner. The social media has offered different and numerous kind of presence and
opportunities to interact with the different kind of stakeholders in the market. As per the
study that has been conducted in the year 2010, it is seen that the different kind of

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organizations has created brand community wherein the importance of the social media tools
is essential in the organization and this will affect the brand loyalty in a positive manner
(Stelzner 2014).
For instance- The retail industry in the different kind of countries along with
Woolworths has adopted the social media techniques and strategy in such a manner that is
assisting them in managing the customers in an effectual manner. The graph below helps in
showing the usage of the social media in more than 500 countries and this is affecting the
different kind of maintenance of the leading positions in the market. Furthermore, it is seen
that Woolworths and Walmart are the best examples in the retail market wherein it is seen
that both of them uses the social media strategies in such a manner that will help them in
competing with other competitors in the market.
Furthermore, it was seen that there are different kind of rapid changing landscape in
the retail market wherein both Woolworths and Walmart are the supermarkets that uses the
social media tools and techniques along with different online campaigns to make the
customers be aware about the usage of the social media (Tuten and Solomon, 2017). With the
implementation of the social media techniques, both the supermarkets have been able to make
the customers aware about the different products and services in the market and this helped
the customers to gain knowledge on the changing preferences and tastes of the customers as
well.
Conclusion
Therefore, it can be concluded that proper social media techniques and methods has
been used by Woolworths as this helped them in learning about the tastes and preferences of
the customers. Furthermore, it was seen that the retail market in the entire world has adopted
different kind of marketing techniques along with promoting their products through different

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campaigns has helped and assisted the company in making the different customers aware
about the availability of the products and services in the market.
Furthermore, it was seen that the Facebook and LinkedIn are the different kind of
tools that is used by different companies as this will help in conducting the market research
and this helps in providing great exposure as well. These kind of social media techniques are
used by various companies in facilitating the online discussions in such a manner that will
provide powerful marketing platform to the suppliers and the companies and this includes the
being connected with the customers in an effectual manner as well.

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