Foundation of Information System: Social Media in Business Strategy

This assignment explores the integration of social media into business operations. It delves into the advantages, such as increased customer reach and brand awareness through advertising, and the disadvantages, including resource management and potential negative impacts on brand reputation. The paper highlights the importance of customer interaction and feedback, using General Motors as a case study to illustrate how social media can improve customer service and enable real-time feedback monitoring. The assignment emphasizes the strategic use of social media for marketing, customer service, and overall business growth, acknowledging both the benefits and challenges associated with its implementation. The paper also references several studies that support the impact of social media on business and consumer behavior.

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Answer 1:
With the growing technology and demand several business has implemented social
media so that they can communicate easily. But with the implementation of these technology
within the organization, there are several issues that are needed to be fixed. Issues arises at
management level, organization level and with technology (Richards et al., 2015). The main
issue that is difficult to overcome is that spread of any kind of rumour. Overcoming this
rumours becomes a big challenge. Moreover the management think believes that there are
more facts that a customer will like to know while buying any product or services. Apart
from the products and services provided to the customer, the customer may have the curiosity
to now about the company. The customers buying products online focuses on the reviews
given by others. Thus, it becomes necessary to important to improve the customer
satisfaction, so that they can get a good review in the market. General Motors has
implemented customer care advisers for over 26 full time social media and is operated
throughout North America. This helps to provide assistance towards the customer for
improving the quality of service provided to them (Hajli, 2014). This becomes very much
important to provide better service as the technology of social media involves two way
interaction. This includes instant response to the service provided.
Answer 2:
There are several advantages and disadvantages associated with the use of social
media for highlight the business. The possible advantages are as follows:
 With the help of advertising through social media maximum number of customers can
be attracted.
 Brand awareness can also be done with the help of social media. With the help of
compelling and relevant contents the attention of customer can be easily gained.

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 The cost incorporated in advertising through social media is much lesser than the
traditional way and also in an effective way.
 The customer interaction also increases as the customers can react and share their
feedback in the site only. Positive feedback will help the organization to gain more
customer and with the help of negative feedback one will be able to improve their
working.
The disadvantages of connecting business with social media are as follows:
 There is a need to manage the resources. This include responding to the feedback and
solving the issues faced by the customer, providing new products that will be helpful
for the customers. This includes hiring of new staffs and training them (Gomez-
Rodriguez et al., 2014).
 The advertisement requires payment, thus it needs money for advertising with the
help of images and videos.
 Negative feedback may affect the reputation of the organization and will affect the
brand value.
Answer 3:
With the help of social media the interaction between the customer and the
organization can be improved. For example General Motors was implemented in order to
provide better customer service and provides assistance so that the customer can interact with
this assistance for further help. GM is available 16 hours to provide assistance towards the
customers. With the help of GM social media advisers monitoring can be done on the use of
social media and this will help to provide real time customer feedback so that the service
provided towards the customer can be improved (Cookingham & Ryan, 2015). GM social
media identified a faulty climate control part and regarding this a customer posted an issue,

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this got viral and received thousands of views. GM took over these situation and adjusted
production and ensured that no customer would get affected further.
Answer 4:
The implementation of social media within business becomes necessary as this helps
in improving the working. With the help of social media technology customer service and
marketing will get improved. But there are some adverse effects of implementing these
technology within the business. Associating with social media is good for small business and
large business as this will help in gaining more popularity and will attract more customer.
With the help of advertising the company can gain more and more customers. Moreover
social media like twitter and Facebook are responsible for gaining more popularity. The small
business with the idea of enlarging their business can use social media as this will help them
in attracting more and more people (Alwagait, Shahzad & Alim, 2015). The marketing
strategy used in case of the social media is two way communication and interaction. This
enables the business to receive immediate response for a message and react accordingly. This
also includes changing or removing the message in case it’s not important.

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Reference
Alwagait, E., Shahzad, B., & Alim, S. (2015). Impact of social media usage on students
academic performance in Saudi Arabia. Computers in Human Behavior, 51, 1092-
1097.
Cookingham, L. M., & Ryan, G. L. (2015). The impact of social media on the sexual and
social wellness of adolescents. Journal of pediatric and adolescent gynecology, 28(1),
2-5.
Gomez-Rodriguez, M., Gummadi, K. P., & Schoelkopf, B. (2014, June). Quantifying
Information Overload in Social Media and Its Impact on Social Contagions. In
ICWSM (pp. 170-179).
Hajli, M. N. (2014). A study of the impact of social media on consumers. International
Journal of Market Research, 56(3), 387-404.
Neill, A., Cronin, J. J., Brannigan, D., O'sullivan, R., & Cadogan, M. (2014). The impact of
social media on a major international emergency medicine conference. Emerg Med J,
31(5), 401-404.
Richards, D., Caldwell, P. H., & Go, H. (2015). Impact of social media on the health of
children and young people. Journal of paediatrics and child health, 51(12), 1152-
1157.