Analyzing the Influence of Social Media on Business Communication

This essay examines the significant impact of social media on business communication, highlighting how it has transformed interactions with customers, streamlined marketing efforts, and influenced overall business strategies. The paper discusses the shift from traditional methods to digital platforms, emphasizing the role of the internet, social media, and online transactions in enhancing business efficiency and reach. It uses examples such as Amazon to illustrate the benefits of social media in providing user-friendly customer service, gathering feedback, and building customer loyalty. The essay further explores the two-way communication cycle facilitated by social media, the importance of effective business communication for internal and external relationships, and the challenges associated with data security and the potential for misuse of these platforms. The conclusion emphasizes the opportunities social media offers for brand promotion, customer engagement, and the need for businesses to adapt to the changing communication landscape to achieve long-term goals. The essay also acknowledges risks, such as potential damage to a company's reputation due to negative campaigns.

INTERPERSONAL
AND E-
COMMUNICATION

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Social media has changed the way for business communication as it made
communication easy by making use of modern technology. Effective communication with
customers helps an organisation to work smoothly. The way of communication has been
altered from last 20 years due to the innovation in technology. In 21st century communication
relies completely on internet and that has increased the overall traffic and profit to the
business. In the traditional communication method people were not aware about the advanced
technologies that enabled them use of online payments and remote communication
(Niedermeier, Wang and Zhang, 2016). In today’s scenario every individual is dependent on
social media for communication.
Modern technologies have changed the way of communication from last few years as
it provides faster feedback, internet facility, social media, and online transactions and
provides numerous ways to get customers to the business. In the19 century business messages
use to reach to the audience using magazines, phone calls and TV (Lupton, 2015). Apart from
that in 19th century only few ways were provided to give a feedback regarding any concern.
The ways to provide feedback changed in last 20s as communication has become flexible and
socialized. This has become possible due to use of internet which has empowered small
businesses to grow in the market place (Stelzner, 2014). Communication has become flexible
and can happen in back and forth manner. This has helped business to expand their
communication as social media provides a way to get connected 24/7 with the customers and
provide feedback instantly (Rodriguez, Peterson and Ajjan, 2015). It has impacted the
business by enlarging the business network and brining more audience to the business. The
business processes are managed electronically that helps the business to work efficiently
(Rolls, et. al, 2016). There are several companies which have started online business and sell

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few products online. For example take the case of Amazon that allows customers to have
quick glance of all the services, this is possible due to social media platform. Additionally, it
has offered a user friendly platform to customers so that they can raise their query regarding
any concern and get immediate feedback. This helps in enhancing customer’s loyalty and
satisfaction (Lacoste, 2016). Customer satisfaction is the most important point for a business
as it helps the business to run smoothly. In case of Amazon it analysis the feedback given by
customer so that proper modification can be done and query could be resolved. The reason of
success of amazon is social media, as it allow owner to sell their products and services by
promoting them (Knox, 2016). Thus in turn it helps in improving the profit revenue of the
business.
Business communication is very important part for every organisation to work
smoothly as it helps the organisation to work effectively by organising campaigns and
building inter-personal relationship among the employees (Slideshare, 2017). Social media
helps in business communication as it allows the owner to focus on the external market. In
the research it was found that business communication is effective as it is a two way cycle. In
the example of Amazon admin can message to customers’ and customers can revert to them
by providing them feedback. It is a two way process which helps business to communicate
easily. Social media is used to promote the product which can be done through advertisement,
email, text messages ad auto responders. Business communication is generally used to reach
to end users by showcasing their products and services (Inversini and Masiero, 2014).
Business communication is used to connect to other business like amazon is a retail company
which use various methods to connect to other retail companies. Amazon use social media to
get more customers, post special offers and perform online transactions. Effective business
communication helps in development of an organisation as it helps in improving the
drawbacks by working on the feedback. Effective communication helps an organisation to

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know the interest of employees in a better way so that decisions could be made accordingly.
Communication helps the business to get socialized; this could be done by handling the plan
in an appropriate way. It helps in communicating with the employees in remote zones, as
international companies have offices in various counties, so to connect with them social
media is used. It provides a clear communication so that employees can easily communicate
with each other (Eslit, 2018). It helps in reducing the uncertainty as there is a positive
business environment that motivates the business to expand more. Social media has been
communication which has helped employees to work productively. It has provided an easy
way to communicate and avoid the chances of miss-communication. It allows the information
to be accessible from anywhere and also keeps the information updated automatically. It has
reduced the manual work of promoting the products. Social media is a platform that provides
a way for verbal and nonverbal communication. Social media has impacted the business by
depicting the entire story using creative methods like advertisement. Similarly, if the
management office of the organisation is in different country, then in some cases it is
necessary to contact work for some work; social media is the network that has made this
communication possible. It is very significant to have active interaction in an organisation as
it encourages employees by informing them about their tasks and the enhancement that need
to be. It also improves decision making power by analysing the customer’s feedback and
taking proper actions. Effective communication can change the business environment by
alternating the attitude of employees towards work. It also helps in managing the behaviour
of an organisation by designing internal policies of a business.
Social media has impacted the way in which modern business operate by providing excellent
customer service and helping them to communicate more. Social media has allowed the
employees among an organisation to share the information within seconds; previously they
use to wait for a long time for replies. It acts like a channel to reach to customers, apart from

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that they advertise their services through social media platform to evolve more customers.
Getting more customers means more profit for the company. Apart from that social media has
enhanced the way of communication among business from last few. When organisations
connect with the customers using social media platform they help in offering better
visualization. In past visualization was limited to only sharing name and logos of the
company, but today it help employees to make faster decisions and help customers to know
about the brand before buying the product (Argosy university, 2018). Undoubtedly social
media and advanced technology have covered the gap of lack of communication in the
business. Communication is crucial part for every business as it as provided a way to keep
employees close to each other. It has enhanced the environment of business by improving the
connections with customers and keeping them engaged continuously with all the services.
Social media has changed the entire scenario from the last years as they have increased the
sale of business exponentially. Businesses have got a platform to organise campaigns so that
they constantly monitor and track the performance of the brand. Nowadays modern
businesses offer more personalized and customized experience to employees. Additionally,
social media has allowed the business to be active 24 hours and get engaged round the clock.
Taking just a case of, Amazon were customers can post a query during non-working hours
and get revert as soon as possible. Thus social media has provided flexibility with time and
made the business available to the customers from every zone during all the time.
Social media has helped the business in communicating and making it visible to the
world, it is a valuable asset to get more loyal audience and give an opportunity to directly
interact with the customers to establish trustworthy connections. Social media have offered
various opportunities to the business in the modern world as they help in building their
marketing and recruitment strategy. It offers ample of opportunities to business to search for
talented employees and monitor the staff by communicating with them (Taneja and Toombs,

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2014). It has various challenges as the information is not protected and can be used by
anyone that may critically affect the business. In traditional recruitment process, they used to
hire employees by taking face to face interviews but social media is beneficial for company
as well as employees as they help in hire employees from anywhere. A company can make a
job vacancy by using social media and allow employees to apply for the job by looking at the
advertisement. The risk associated with social media is that they do not prevent
confidentiality of information and there are chances of leakage of data.
Additionally, social media has captured 80% of the population and in case of Amazon
it has increased its business due to its availability. It provide customer to add feedback that
allows future innovation and improvement of product. It has made communication in
business easy by making the information available to customers in any corner within seconds.
Various challenges have emerged due to use of social media like cyber bullying, as people
misuse social media to spread rumours, share illegal information or destroy the reputation of
the company by blackmailing or other means. Apart from that it may create lack of privacy of
data and increases the chances of attacks and threats that could be faced by users. The
positive impact of social media is distribution of information in today’s world that has made
possible to access information at the click of a button. Social Media make the business
available to customers by not considering the geographical position of the company (Wamba
and Carter, 2016). The overall success of the company relies on the social media channels
and how they interact with customers.
Business is utilising these new ways of communication to influence market by
adopting social media platform to share their ideas. Every organisation uses an innovative
business model to strengthen the traffic from entire global. Social media is far beyond what
an individual think. It has become a large influencer as they have grasped millions of people.

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For the modern business both opportunities and risk are associated with social media. On one
side it provides corporation with the ability to connect with customers and shape their
perception and provide timely and targeted promotions. On the other hand social media is
undoubtedly the reason for success of a business. It provides a way to communicate in an
organisation internally as well as externally while maintaining professionalism. Social media
is a vendor that helps the customer to establish strong relation with business. It is a very
effective marketing tool, as amazon also uses internal marketing. Social media have provided
a way to for suppliers and business to communicate. Social media helps in displaying about
there’s in persons mind and help the business to achieve their goals.
It can be concluded from this essay that ways of communication has changed in these
years. The communication has become more flexible and rapid by the use of social media as
a tool. The use of social media helps business to achieve long term goals. It has provided
various opportunities to the business by promoting image of the brand and enhancing the
interaction with customers. The availability of information has created risk for the company
in terms of integrity and confidentiality. Apart from that it was concluded that use social
media in an adverse way by creating campaigns against an organisation can destroy their
image. In recent years the use of social media has increased and acted as an integrated
process that helps a business to grow by using marketing, advertisement policies and building
customer relation.

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