ISA 235 Chapter 8

People in SMIS

SM Providers - staff to run and maintain application Users and Communities - key users, adaptive, can be irrational

Software for SMIS

SM providers - application, NoSQL or other DBMS, Analytics Users and Communities - Browser, iOS, Andriod, Windows 8

Data for SMIS

SM providers - content and connection data storage Users and Communities - user-generated content, connection data

Hardware for SMIS

SM providers - elastic, cloud-based servers Users and Communities - any user computing device

Procedures in SMIS

SM providers - run and maintain application Users and Communities - create and manage content, informal, copy each other

Social media communities differ from regular communities because....

They are based on mutual interest

In the context of the 5 components of Social Media Information Systems, which of the following is true of social media procedures?

They are informal, evolving, and socially oriented

Which of the following is true of Social media providers?

They use elastic, cloud based servers to host social media presence

Does mobility reduce online ad revenue?

Yes and no, Yes, growth in number of mobile users compared to pc users, but mobile users click ads more often and hence generate more revenue, but ads take up more space on mobile phones than pc's, so many of the clicks could have been accidental. Probably not the demise of adware on mobile phones, the customers are still there along with interest.

Responding to Social Networking Problems

You can either leave it (the site is not just a shill of the company but contains legitimate user content and serves as a free source of product reviews), respond to it (dangerous, it can be construed into patronizing or insulting), or delete it (reserved for contributions that are inappropriate because they are contributed by crackpots, they have nothing to do with the site, or they contain obscene or otherwise inappropriate content, can be dangerous because it could backlash with unhappy customers)

Social CRM

a dynamic, SM-based process, the relationship between organizations and customers emerge in an ever-changing process as both parties create and process content

Pay-Per-Click Revenue Model

advertisers display ads to potential customers for free and then get paid when the customer clicks on the ad

What is the 1st step in managing the risk of inappropriate content

companies need to designate a single individual to be responsible for official organizational SM interactions and by creating a process to monitor and mange SM interactions

User-generated content (UGC)

content on your SM site that is contributed by users, is the essence of SM relationships

Connection Data

data about relationships (relationships to your friends on Facebook)

Content Data

data and responses to data that are contributed by users (you provide source content data for your Facebook site, and your friends provide responses content when they write on your wall)

Value of Social Media

determined by the number of relationships in a social network, by the strength of those relationships, and by the resources controlled by those related

What is the 1st step in managing risk of employees and define it

develop and publicize a social media policy, which is a statement that delineates employees' rights and responsibilities

Growing Ad revenue

digital ads, pay-per-click ads, and increase site value with user contributions with user contributions meaning that the more people use a site, the more value the site has, and the more people that visit it. Sale of apps and virtual goods, donations, and affiliate commissions or revenue paid as the result of referring paying customers

Social Media's flow can't be designed or diagrammed as it is very....

dynamic

Crowdsourcing

dynamic social media process of employing users to participate in product design or product redesign

Communities or Communities of Practice

groups of people related by a common interest

Example of a strong relationship

if you write positive about an organization, post pictures of yourself using their products services, tweeting about upcoming product releases can make for a strong relationship

Users

include both individuals and organizations that use SM sites to build social relationships

Benefits of social capital

information (learning about a new supplier), influence (playing golf with CEO every saturday increases chance to get promoted), social credentials (others will be encouraged to work with you if you have critical personal behind you), and personal reinforcement (being friends with bankers can reinforce your identity as a financial professional)

Social Media Information System (SMIS)

information system that supports the sharing of content among networks of users

Human Capital

investment in human knowledge and skills for future profit

Social Capital

investment in social relations with the expectation of returns in the marketplace

Capital

investment of resources for future profits

Connecting to those with more resources

it is a multiplicative nature of social capital means that a huge network of relationships with people who have few resources may be of less value than a smaller network of relationships with people who have substantial resources, but they must be relevant to the organization

Monetize

make money from

How do the companies make monetize their application, service, or content?

making users the product, in a way the company is renting your eyeballs to an advertiser for a short period of time

Conversation Rate

measures the frequency that someone who clicks on an ad makes a purchase, "likes" a site, or takes some other action desired by the advertiser, it is twice as high on pc than mobile

Freemium Revenue Model

offers users a basic service for free and then charges a premium for upgrades or advanced features

benefits of digital ads

people can directly click on them unlike newspaper ads

How do social networks add value to businesses?

progressive organizations maintain a presence on Facebook, linkedIn and twitter

Business-to-Business (B2B)

relationships through which businesses generate new retail leads

Business-to-Consumer (B2C)

relationships through which businesses market their products to end users

Three SMIS Roles

social media providers, users, and communities

Ad-Blocking software

software that filters out advertising content

Viral Hook

some inducement, such as a prize or other reward, for passing communications along through the tiers

Strength of a Relationship

the likelihood that the other entity (person or other organization) in the relationship will do something that benefits the organization

Difference between SM communities and regular ones

they are formed based on mutual interests and transcend familial, geographic, and organizational boundaries

Internal Risks from Social Media

threats to information security (giving hackers ideas of passwords for them to reset), increase organizational liability (accidentally leaking important secret info), and decrease employee productivity (doing SM at work, it takes up time)

Social Media

use of information technology to support the sharing of content among networks of users

Social Media _____ utilize social media sites to build social relationships

users

Measures of the Value of Social Capital

value of social networking to increase number of relationships, value of using social networks to increase the strength of relationships, and the value of connecting to those with more resources

Influencer

your opinion may force a change in others' behavior and beliefs

Most common ways SM companies generate revenue are by..

Advertising and by charging for premium services

Since its inception, social media has been widely used to market products to end users in

B2C relationships

Social media _________ are formed based on mutual interests and transcend familial, geographic, and organizational boundaries...

Communities

Pillars of social media policy in 2014 (Intel Corporation)

Disclose - be transparent (use your real name and employer), be truthful (point out if you have vested interest), and be yourself (stick to your expertise and write what you know) Protect - don't tell secrets, don't slam the competition, and don't over share Use Common Sense - add value (make your contribution worthwhile), keep it cool (don't inflame or respond to every criticism), admit mistakes (be upfront and quick with corrections)

Which of the following statements is true of social customer relationship management?

Each customer crafts their own relationship with a company

A (n) ________ social networking service like Yammer can be used to provide manager with real-time feedback about how to resolve internal operational inefficiencies

Enterprise

Social Media Providers

Facebook, Google+, LinkedIn, provide platforms that enable the creation of social networks, or social relationships among people with common interest

Benjamin Franklin said...

If you want to strengthen your relationship with someone in power, ask him to do you a favor.

Can relationships be depreciated? yes and no

It can be spent by time, but the more frequent you interact with a company the stronger your commitment and allegiance becomes, but only if both parties see a value in continuing the relationship

Which of the following statements is true about visual hooks in social media sites?

It is the inducement to pass communication along the tiers of a community

Problems from External Sources (ugc)

Junk and crackpot contributions (from people talking about irrational or unrelated topics) Inappropriate Content, Unfavorable Reviews (most customers want to know disadvantage of products), Mutinous Movements (an extension of bad reviews)

Which of the following indicates risk of using social media in human resources?

Making errors in forming conclusions about employees through social media

How can organizations address SMIS security concerns?

Managing the risk of employee communication and Managing the risk of inappropriate content

A Facebook user likes pages of various organizations on Facebook. The fact that the user has liked a particular organization is an example of

Connection data

Example of inappropriate UGC

Problems from external sources, responding to social networking problems, and internal risks from social media

Platforms that enable the creation of social networks, or social relationships among people with common interest are offered by....

Providers