Social Media Impact and Challenges

Front

What is a problem with social media being in the public domain?

Back

Negative comments can be seen by others, leading to more negative comments.

Front

What kind of Impact can social media have on a firm's reputation?

Back

Social media may damage the reputation of the firm.

Front

If there is a high volume of tweets what impact may this have on the organisation?

Back

High volume may cause missed complaints and delayed responses.

Front

What is one step the organisation may be forced to do to monitor social media?

Back

May require dedicated staff or software, leading to cost implications.

Front

What is one of the main problems if customers are voicing complaints on a sensitive issue on social media?

Back

Social media lacks privacy for dealing with sensitive issues.

Front

What are the limitations of social media in terms of communication.

Back

Unable to hear tone or see facial expressions, leading to misinterpretation.

Front

What is a major drawback regarding dealing with customer complaints when you cannot see or hear the customer complaint?

Back

Difficult to build trust or rapport with customers online.

Front

What is a major problem for organisations when staff are dealing with complaints constantly in their daily work?

Back

Difficult for organizations to retain staff.

Front

What is the word that describes trying to increase staff to join an organisation that has a poor reputation?

Back

Recruiting and attracting quality staff is difficult.

Front

Regarding the law what is the word that describes a fault if an employees does not respond appropriately to a complaint on social media?

Back

Breach of legislation if employees do not respond appropriately.