Report: Social Media Presence and Impacts in Business (Harvey Norman)

This report analyzes Harvey Norman's social media presence and its impact on the business. It identifies the company's social media channels, including platforms like Facebook, LinkedIn, and YouTube, and explores their purposes, such as marketing, sales, and customer engagement. The report assesses how Harvey Norman utilizes these channels, highlighting both the positive aspects, such as increased customer reach and engagement, and the negative aspects, like the time commitment and potential for negative publicity. It also identifies issues with the current social media usage and suggests additional channels that could enhance the business and increase profits. Finally, the report provides clear recommendations and a forward-planning strategy for Harvey Norman to optimize its social media presence and achieve its business objectives. The report covers aspects like customer service, content creation, and the use of data analytics for better targeting and engagement.

Running head: SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Social media presence and impacts in business
(Harvey Norman)
Name of the student:
Name of the university:
Author Note

1SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Executive summary
In this study, the social media channels of Harvey Norman are determined. Next, the causes that they
are utilized are also investigated. Next, the ways the channels are been used from the business are
assessed. Further, the positive and the negative sues of using social media are understood here. Next,
the uses and issues with the current use of social media are assessed. Again, the additional channels
of social media for developing the business and profits are discussed in this report. Further,
recommendations are given here with the strategy dealing forward planning so that the business is
able to continue the justifications.

2SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Table of Contents
Introduction:..........................................................................................................................................3
Selection of the business:.......................................................................................................................3
Discussion of the social media channels:..............................................................................................4
Assessing how the channels are utilized by business:...........................................................................5
Positives and negatives of the use of social media:...............................................................................7
Clear recommendations having forward planning strategy:................................................................14
Conclusion:..........................................................................................................................................15
References:..........................................................................................................................................17

3SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Introduction:
Harvey Norman is one of the biggest multi-national dropshipping based in Australia. This
deals with consumer electrical elements, communications, computers bedding and furniture
products. This operates as the franchise having the primary brand and every company-operated
stores. Here, the owner is Harvey Norman Holdings Limited as per listed by ASX. In the following
study, the presence of Australian market is considered. Their social media presence and website is
examined. Next, their effect on social media and the central business are analyzed. In the following
report, their social media channels are identified and the reason they are been used are analyzed. The
way these channels are utilized by the business is analyzed. Next, the positives and negative usage of
social media are established. Then, the problems and uses with present usage of social media are
analyzed. Furthermore, the extra social media channels used for enhancing the profits and business
are demonstrated here. Moreover, clear recommendations are provided with the strategy of
forwarding planning such that business can perform with the justifications.
Selection of the business:
During 22 December in the year 2011, “Harvey Norman Direct Import” was launched by
Harvey Norman. This was based in Ireland. This was to ship the games to buyers present in
Australia. Here, the video games prices were lower as compared to the online store of Harvey
Norman based in Australia. Further, Gerry Harvey the outspoken founder during 2011 fronted the
media campaign. He also founded a lobby group of particular interest known as Fair Imports
Alliances (Hassan, Nadzim and Shiratuddin 2015). During late December under a volte-face of
apparent in nature, they launched the gaming site. This leveraged the Irish subsidiary of exporting
the video games directed to the clients. Hence, this was outside the Australian tax laws’ jurisdictions

4SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
for the cause of GST. Issues were put upfront at the early stage of the year (Wang, Pauleen and
Zhang 2016). This was regarding the retailer’s prospects who were conducting the business in
similar manner.
Discussion of the social media channels:
Social media sites Examples of this include the LinkedIn, Twitter and Facebook. The
platforms are helpful to connect with brands, families and friends.
Here, they have been encouraging knowledge sharing. This is all
about the personal and the human-to-human type interaction.
Social review sites One of the first thing that one performs is to plan the trip or buy latest
products. For this reason one must move straight to the reviews (Ngai,
Tao and Moon 2015).
Image sharing sites There are visual contents such as illustrations infographics and images
capturing the imaginations. Eyes and hearts. Here, the different social
media platforms such as Snapchat, Imgur, Instagram are been designed
for amplifying Harvey Norman’s power to share image.
Video hosting sites Here, Youtube has been of great use for Harvey Norman
revolutionizing the way one watches, then and create video. This
changed the medium to anything accessible. Current developments in
connectivity and tech have helped to go further (Niedermeier, Wang and
Zhang 2016).
Community blogs At many times the image and the post are ever complicated sufficiently
for the messages that have to be shared. Nevertheless never all the
people present online needs to run the blog from any site that is self-

5SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
hosted.
Assessing how the channels are utilized by business:
Social networking sites Harvey Norman uses this to reach the targeted audience through
advertisements. The platforms have been cultivating huge and
diverse type of communities. Further, the advertisers are able to
rent the permission for making interactions with the people on the
basis on particular metrics of targeting. Since the platforms are
incredibly rich in data, Harvey Norman is able to reach lots of
suitable people instead of blowing the overall ad budget. The
network has been engaging the followers and seek like-minded
clients and potential partners of business. This is through the
groups and hashtags and creates connections (Dijkmans, Kerkhof
and Beukeboom 2015). As far the research, the social networking
platforms are effective place to dig up the customer researches
and use the social listening tools for tracking the conversations
across particular terms. It is useful to understand and then serve
the audiences better.
Social review sites Harvey Norman has used these to evaluate the perspective of the
clients. Again, the reviews have been revealing about the customer
experiences from individual view-points. These can be used to
determine the working and find the sectors of way for development.
Besides, it is useful to solve issues. Here, the reviews are the scopes of
engaging the reviewers and resolve the potential issues prior they have

6SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
turned to be a great deal.
Image sharing sites It has been useful for Harvey Norman to encourage the contents that
are user-generated. Besides, they are useful to run the campaigns and
encourage the users in snapping and sharing picture the products with
distinct hashtag. Besides, this has been generating inspirations for
Harvey Norman. This is through sharing, curating and creating their
individual images. This leads to engage and inspire the users and
inspire the bonds on the shared interests (Aichner and Jacob 2015).
Video hosting sites It is helpful to share unique content. This is obvious, and however the
develops can utilize YouTube to generate the communities and then
get the content from there. Regarding engaging, the comment section
of YouTube has been providing lots of scopes to understand how the
public is watching Harvey Norman’s content.
Community blogs It is useful for developing sites. At the initial stage the blog has been
daunting. Harvey Norman has used platforms such as Tumblr and
Medium. This is to seek the vice, get the leaders and getting clear
about the visions (Rodriguez, Peterson and Ajjan 2015). Besides, the
syndicate contents have been helpful as Harvey Norman has been
using the platforms of community blogging. This is to re-post, re-
purpose can share the prior contents and then expose to the latest
audiences.

7SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Figure 1: “Fans of Harvey Norman”
(Source: Zhu and Chen 2015, pp. 335-345)
Positives and negatives of the use of social media:
Pros of Social Networking:
Social media has been adding new dimensions to Harvey Norman’s omnichannel customer
services. They have been helpful to pay attention to every customer services problems and be kind to
them to every scenario. Here, passive complaints are been left addresses to cause a rift between the
customer and vendors. It is useful to control the social conversations in quick way for delivering
quality service to customers. Moreover, it enhances the customer experiences available around every
touchpoint. This is referred by the customers to contact Harvey Norman for providing quick
supports. Again, social media is useful to reach out to more enormous audiences. This is useful to
determine the targeted audiences, patterns, behaviours and go for the suitable social media channels
for Harvey Norman. It is a place for various forge connections and then brings the voice to the
brands. Further, it assures that the tone is consistent and friendly (Nascimento and Da Silveira 2017).
Besides, it suits the business that one is trying to showcase. Moreover, it must remind that engaging

8SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
and the content is the king. For establishing the essential and quality type of contents along with
including the audiences, Harvey Norman has been asking questions, using polls and hosting events.
Further, social media can create word of mouth. Regarding the best practice, it has been providing
incentive like discount fee products, extended services to clients of Harvey Norman. This leads to
taking the quantity time for promoting the business. Besides, SSM or social media marketing has
been economical in nature. This has helped Harvey Norman to save their business money (Grayson
and Hodges 2017). Again, it has permitted the collection of customer feedback first hand. It is useful
to react to the users as never directly tweeted at Harvey Norman or asked for any help. As the
response to the brand comments and mentions, this displays that one is paying the attention. Again,
one can promote the customers rough retweeting the support interactions that are resolved happily. It
is able to provide the team of customers’ service with the public face. Besides, social media is
helpful to develop engagement for users. It is useful to keep Harvey Norman’s brand at the upper
level of their newsfeed (Kasemsap 2019). This is through posting engaging contents and witty
contents regularly. The images are able to raise the rate of interactions. Hence, images must be used.
Harvey Norman has tried to stay personal with the audiences. Further, the organization has made the
clients that they are the actual people behind their brands. Again, the social customer services are the
latest way to conduct marketing (Quinton and Wilson 2016). Delivering the staller service to
customers is the utmost priority for all the business. Nonetheless, the two-channel communication
service provided by social media has offered distinct scopes. This is to set up e game of customer
service and deliver the quick gratifications the targeted audiences.

9SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Figure 2: “Social cloud statistics Australia”
(Source: Siamagk et al. 2015, pp. 89-99)
Cons of social media:
A lot of time is required:
As Harvey Norman need to evaluate the worth of that, they must consider that they have
social media for the business. They must take care of that as this can prove to be counterproductive.
Qualified personnel is required:
Harvey Norman is needed to keep that in mind as they need their social media to be looking
professional and high, they must invest some money (Cardon and Marshall 2015).
Some investment is required:
As Harvey Norman intends to reach more people, they must have the interest to pay for their
advertising.
The content can be repetitive and boring:
Through following Harvey Norman the clients can understand that is valuable for them, have
the exciting articles and reacting to the queries from clients.

10SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
Poor publicity:
Harvey Norman has needed o best service ever time and controls the complaints of the
customers providing high resolution (Dong and Wu 2015).
The problems can be much visible:
As one accepts the type of comments to the profiles of social media. This is much more
exposed to the worlds. Though this has never been frequent at the moment, they have been nothing
happening previously and happening at the current time. Here, business has been extorted by the
clients and the non-customers (Karjaluoto et al. 2015). Here, there are benefits with clients and also
from the side of non-customers.
Presence of security and privacy issues:
Social media is the open door for spreading the details about the customers and companies.
Competitors can study the business:
Harvey Norman must keep in mind that other companies can have the eyes on them and can
perform the same, at least better.
Recently, there have been issues regarding the alignment of brand’s voice. Besides, that
targeting is problematic for Harvey Norman who is found to gravitate towards writing down posts
and submit the ads appealing to the people. Besides, there are growth plateaus. This has been
uncommon for Harvey Norman to witness the rising spike that follows their arrival mainly as they
were never a social team of action prior that (Iankova et al. 2019). Again, there are measurable
outcomes. All aspects of social media are tied back to quantifiable outcomes. As this is never done,

11SOCIAL MEDIA PRESENCE AND IMPACTS IN BUSINESS
this has many followers. Harvey Norman might need to shift their entire philosophy and then adopt
the new tactics for executing that.
Figure 3: “Australian digital marketing: Social cloud statistics Australia”
(Source: Wamba and Carter 2016, pp. 791-806)
Additional social media channels:
Customer journey mapping:
It is seen that Harvey Norman is a huge business that encompasses various kinds of brands.
In order to understand the clients has been challenging as there are many diverse types of stores and
brands. During the past Harvey Norman has tended to fix specific parts of the multitude of the
customer journeys. Here, they have developed the one age checkout over the Internet with the aim to