Management Information System: Social Media Usage and Business Report

This report examines the application of Management Information Systems (MIS) and social media within business contexts. It delves into the advantages and disadvantages of leveraging social media platforms for customer engagement, advertising, and brand building. The report discusses the technological and organizational issues associated with social media, such as data management and customer service response times, while highlighting the benefits of improved brand image and enhanced customer relations. Management decisions facilitated by social media, including the use of central analytical platforms and effective human resource management, are also explored. The report references case studies of companies such as JCD Repair, Mrs. Meyers, and Wrigleyville Sports, illustrating how small and medium-sized organizations can use Facebook and Twitter to manage customer service and advertising. It concludes by emphasizing the importance of social media for business growth and the potential pitfalls of ignoring customer feedback and failing to manage online presence effectively.

Running head: MANAGEMENT INFORMATION SYSTEM
Management information system
Name of student
Name of University
Author note

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Executive summary
The topic introduced the major concepts of management information system and how it
had been related to the social media usage for reaching customers and enhance profit levels for
the business organizations. There were organizational and technological issues like lack of
control to provide answers to customers; queries, loss of important data, etc. The advantages
though included strengthening brand image and name along with better customers services. The
management decisions facilitated by using social media were use of central analytical platform to
manage unstructured data and managing the human resources too. The organizations that could
be the most beneficial by using social media had been JCD Repair, Mrs. Meyers and
Wrigleyville Sports, as it could be seen from the case study.

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Table of Contents
Introduction......................................................................................................................................4
Body.................................................................................................................................................4
Issues for using social media.......................................................................................................4
Advantages and disadvantages of using social media.................................................................5
Management decisions.................................................................................................................5
Companies that use Facebook and Twitter to manage customer service and advertising...........6
Conclusion.......................................................................................................................................6
References........................................................................................................................................7

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Introduction
The report is prepared to cover the various areas considering the implementation of the
management information system to support the process of decision making and ensure successful
business operations and processes. The MIS is an integrated system that considers the functional
approaches of the organization and provides outputs in the forms of scheduled reports, key
indicator report, demand report and exception report. The report will demonstrate the
essentialities of using social media to attract customers and expand business y creating loyal fans
and followers. Few organizations like Levis, Starbucks, etc. have taken help of Facebook and
Twitter to engage more customers and enhance the profit level (Bertot, Jaeger and Hansen
2012).
Body
Issues for using social media
Though the social media platforms serve as effective components to engage the
customers with ease and effectiveness, there are few issues related to the management,
organization and the technology used. Facebook and Twitter are used by Levis, Best Buy to
achieve greater visibility, enhance the brand name, and image effectively, though it has been
seen that negative feedbacks and comments posted on the social networking web site can create
negative mindset and through word of mouth promotions, a negative image of the company will
be spread. For the organizations, any complaints made by the customers if left unanswered could
result in dissatisfaction among the consumers and even hindering the success promotions and
advertisements done (Erdoğmuş and Cicek 2012). The technological issues include disclosure of

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important information of the company and even the customers who provide comments on the
company website regarding any queries relate to the products or services. If the content of the
website is not upgraded, then also it can create issues to reach customers and expand business.
Advantages and disadvantages of using social media
The social media platforms are used by the companies to create an ads feature where
people can like the brand related components, send virtual gifts, give answer o a poll question
and even manage promoted ‘tweets’ and ‘trends’. This would allow the consumers to search the
company products on the website by searching for keywords. The businesses that post ads could
also enable for expressing regret and even handle the complaints of customers. The social media
usage has helped the organizations to reach wider audience group and strengthen the brand
image, furthermore conducting market researches as well (Laudon and Laudon 2016). Various
conversations are done between consumers and the organization to know about their needs and
ensure that they are satisfied with the kinds of products delivered.
Few disadvantages include lack of control while placing the advertisements of social
media and the web-based accounts can be hacked sometimes. This might result in disclosure of
important data and loss as well. To create an online presence, additional resources are needed
while negative comments and feedbacks on the company website can deteriorate the brand
image. If the queries made by the consumers on the website are ignored, then the customers’
services could led to other potential risks of attracting less numbers of customers and inability to
conduct market research (Lee and Yu 2012).

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Management decisions
Levi’s managed a webpage in Facebook and the online presence was facilitated with the
involvement of Twitter. The management department took a decision to appoint Gareth who
could provide answers to the queries and develop good relationship between the customers and
the organization. To facilitate the interaction with customers and improve customers’ services,
Best Buy used a central analytical platform to analyse the data that was not structured and cerate
positive impacts on the advertising and promotions for creating customer satisfaction. Other
management decisions facilitated by the use of social media include recruiting the most skilled
workers and training them properly to serve the customers and provide relevant solutions to their
queries (Narayanan et al. 2012).
Companies that use Facebook and Twitter to manage customer service and advertising
Small and medium sized organizations could use Facebook and Twitter to attract more
customers through better customers’ service and advertising. There are few companies though
that does not have the essential resources to manage social the media platforms with ease. From
the case study, it could be understood that the social media campaign to run various contests by
Starbucks was ineffective and it further brought a lot of criticism. Business organizations like
JCD Repair, Mrs. Meyers and Wrigleyville Sports could take help of the social media platforms
to manage better customers’ services and ensure successful advertising and promotions to attract
new customers (Sousa and Oz 2014).
Conclusion
The report was concerned with the use of social media for engaging more customers and
creating positive brand image to influence consumers’ buying behaviors. The issues of using

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social media such as negative comments on the website, leaving the queries of customers
unanswered, etc. could create negative brand image and even might hinder the successful
achievement of business objectives. Though Facebook and Twitter could help businesses to
reach more customers, it would be more favorable for the small and medium sized organizations
to expand outreach and generate high profit level too.
References
Bertot, J.C., Jaeger, P.T. and Hansen, D., 2012. The impact of polices on government social
media usage: Issues, challenges, and recommendations. Government information
quarterly, 29(1), pp.30-40.
Erdoğmuş, İ.E. and Cicek, M., 2012. The impact of social media marketing on brand
loyalty. Procedia-Social and Behavioral Sciences, 58, pp.1353-1360.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education
India.
Lee, S.K. and Yu, J.H., 2012. Success model of project management information system in
construction. Automation in construction, 25, pp.82-93.
Narayanan, M., Asur, S., Nair, A., Rao, S., Kaushik, A., Mehta, D., Athalye, S., Malhotra, A.,
Almeida, A. and Lalwani, R., 2012. Social media and business. Vikalpa, 37(4), pp.69-112.
Sousa, K. and Oz, E., 2014. Management information systems. Nelson Education.