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Chapter 8: Social Media Information Systems
Terms in this set (106)
________, which refers to the matter on a social media (SM) site that is contributed by users, is the essence of SM relationships.
Success metrics are also known as ________.
key performance indicators (KPI)
Which of the following statements is true about social CRM?
Each customer crafts his or her own relationship with the company.
T/F: Content data differentiates social media information system (SMIS) from Web site applications.
According to Nan Lin, which of the following types of capital adds value through information, influence, and personal reinforcement?
T/F: Social networking procedures in organizations are more formalized and aligned with the organization's strategy.
Social CRM is a(n) ________ process.
Unstructured and uncontrolled
T/F: Social networking procedures are more informal for social media (SM) sponsors than they are for social networking users.
T/F: Deleting legitimate negative comments can result in a strong user backlash.
T/F: The 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 people with substantial resources.
Which of the following is a dynamic, social media-based CRM process?
T/F: Capital is defined as the investment of resources for future profit.
The first step in developing a social media information system (SMIS) is to ________.
define the goals of the organization
T/F: Social media has been widely used in businesses-to-consumer (B2C) relationships to market product to end users.
T/F: Facebook, Twitter, LinkedIn, and Google are all social media (SM) application providers.
T/F: Metrics are measurements used to track performance while developing a social media information system (SMIS).
The ________ revenue model successfully emerged on PC devices where there is plenty of space for lots of ads.
The more technical an organization, the ________ the social policies.
A ________ is content structure that has emerged from the processing of many user tags in social media.
T/F: Metrics that don't improve one's decision-making skills are commonly referred to as key performance indicators (KPI).
The first step that any organization should take to manage the risk of employee communication is to develop and publicize a(n) ________ policy.
The primary risk of peer-to-peer support in the context of social media and customer service is ________.
loss of control
T/F: Operations and manufacturing activities are dominated by unstructured processes.
The ________ revenue model offers users a basic service for free, and then charges a premium for upgrades or advanced features.
T/F: Advertising and charging for premium services are the two most common ways by which social media companies generate revenue.
T/F: Social media (SM) providers mostly host their SM presence using elastic servers in the cloud.
Deleting problematic content on social networking sites is best reserved for content that is ________.
obscene and inappropriate
Which of the following is a social media (SM) application provider?
A(n) ________ is a software platform that uses social media to facilitate cooperative work of people within an organization.
enterprise social network (ESN)
T/F: When a person attends a business function for the purpose of meeting people and reinforcing relationships, he or she is investing in his or her social capital.
________ 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.
T/F: If a reasoned, nondefensive response generates continued and unreasonable user-generated content (UGC) from the same source, it is best to respond to or delete the problematic content.
Most social media companies rely on ________ for revenue.
T/F: The freemium revenue model allows advertisers to display ads to potential customers for free and pay only when the customer clicks.
Which of the following is a significant risk of using social media for inbound and outbound logistics?
Loss of privacy
The characteristics of McAfee's Enterprise 2.0 model are given by the acronym SLATES; L in SLATES stands for ________.
Which of the following revenue models offers advertisers the option to display ads to potential customers for free and pay only when the customer clicks?
T/F: Mobile ad clicks are more effective, on average, than PC clicks.
T/F: The primary risk of peer-to-peer support is loss of control.
According to Henk Flap, the ________ is determined by the number of relationships in a social network, by the strength of those relationships, and by the resources controlled by those related.
Value of social capital
________ is the use of information technology to support the sharing of content among networks of users.
According to McAfee, pushing enterprise content to users based on subscriptions and alerts is a characteristic of the ________ component of Enterprise 2.0.
T/F: Homesourcing is the dynamic social media process of employing users to participate in product design or product redesign.
T/F: When a business opens its site to user-generated content (UGC), it protects itself from misguided people who post junk unrelated to the site's purpose.
In 2025, emergence in the context of management would most likely mean a(n) ________.
Loss of control over employees
T/F: One of the major sources of user-generated content (UGC) problems is inappropriate content.
Enterprise 2.0 workers want applications to enable them to rate tagged content and to use the tags to predict content that will be of interest to them, a process McAfee refers to as ________.
T/F: In social CRM, the relationships between organizations and customers emerge in a dynamic process as both parties create and process content.
T/F: Social networking sites present user and responder content, while Web sites and social networking applications store and process connection data.
When a student attends a business function for the purpose of meeting people and reinforcing relationships, he or she is investing in his or her ________.
T/F: A management information system (MIS) is an information system that supports the sharing of content among networks of users.
T/F: Social CRM is more structured and controlled than traditional CRM.
T/F: The primary risk of peer-to-peer support in social media and customer service is loss of privacy.
T/F: When problematic content causes an organization to do something positive as a result, it is best for the organization to ignore the issue without responding to the content.
T/F: Social media (SM) is the use of information technology to support the sharing of content among networks of users.
A student invests money and time in a business administration course. In this example, the student invests in ________.
T/F: User-generated content (UGC) is the essence of SM relationships.
T/F: Human capital is the investment in social relations with the expectation of returns in the marketplace.
________ are measurements used to track performance of an organization.
T/F: Connection data is data about relationships.
T/F: Information, influence, social credentials, and personal reinforcement add value to human capital.
T/F: Content data is data and responses to data that are contributed by users and social media (SM) sponsors.
If the content posted on a social networking site represents reasonable criticism of an organization's products or services, the best response would most likely be to ________.
________ activities are supported by structured process.
Operations and manufacturing
T/F: Convergence 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.
Which of the following components of McAfee's Enterprise 2.0 Model involves the creation of enterprise content via blogs, wikis, discussion groups, presentations, and other social media platforms?
T/F: The number of second- and first-tier community members on a social media site reduces exponentially.
Which of the following is a risk associated with using social media in human resources to form conclusions about employees?
Possibility of error on the site
Social media (SM) communities differ from communities in the past because SM communities are ________.
Formed based on mutual interests
T/F: A folksonomy is a content structure that has emerged from the processing of many user tags.
The characteristics of McAfee's Enterprise 2.0 model are given by the acronym SLATES; A in SLATES stands for ________.
T/F: With social CRM, an effective reviewer, commentator, or blogger gets the most attention and has the most effect on the organization.
T/F: The first step in developing an SMIS (social media information system) for an organization is to identify the target audience.
Data and responses to data that are contributed to social media (SM) sites by users and SM sponsors are referred to as ________.
A social media policy used by an organization is a statement that ________.
delineates employees' rights and responsibilities
T/F: Deleting content on user-generated content sites should be reserved for contributions that criticize a firm's products or services.
T/F: Unlike humans, organizations do not have social capital.
In the context of CRM, which of the following statements is true about the foreseen changes and developments by the year 2025?
vendors might lose control of customer relationships
T/F: The three roles of organizational units in social media information system (SMIS) are users, testers, and developers.
Which of the following terms refers to the investment of resources for future profit?
Which of the following is true of online ad revenue?
Most ads on social media generate revenue only when customers click on them
T/F: The characteristics of McAfee's Enterprise 2.0 model are given by the acronym SLATES; E in SLATES stands for enterprise.
The storage of ________ differentiates social media information systems (SMIS) from Web site applications.
Metrics that don't improve one's decision-making skills are commonly referred to as ________ metrics.
Which of the following is an example of an analytical tool?
Facebook Page Insights
T/F: A person can gain more social capital by strengthening relationships with people who control resources that are important to him or her.
________ is the investment in social relations with the expectation of returns in the marketplace.
Being linked to a network of highly regarded contacts is a form of ________.
Which of the following best represents the value of social capital?
Number of Relationships
Which of the following observations regarding the value of social capital is true?
Social capital depreciates and such depreciation can be ameliorated by adding something of value to interactions
________ is the application of social media to facilitate the cooperative work of people inside organizations.
________ is the dynamic social media process of employing users to participate in product design or product redesign.
Social ________ provide platforms that enable the creation of social networks, or social relationships among people with common interests.
T/F: Social media (SM) communities are formed based on mutual interests and transcend familial, geographic, and organizational boundaries.
T/F: Social CRM supports those customers who are likely to generate the most business.
________ metrics keep track of goals achieved by an organization.
T/F: The distributed revenue model offers users a basic service for free, and then charges a premium for upgrades or advanced features.
A ________ is an information system that supports the sharing of content among networks of users.
social media information system (SMIS)
________ are an extension of bad reviews.
According to Nan Lin, social networks provide four forms of value: information, social credentials, personal reinforcement, and ________.
T/F: Social media (SM) communities may provide better and faster problem solutions to complex supply chain problems.
Responding to problematic content on social networking sites is best reserved for when the problematic content ________.
has caused an organization to do something positive as a result
Which of the following revenue models for social media is most likely followed by companies providing Web 2.0 services?
T/F: A viral hook is an inducement for users of a social media (SM) site to share a message and communicate with others.
The term ________ means the more people use a site, the more value it has, and the more people will visit.
use increases value
A(n) ________ is an inducement to social media users for passing communications along through different tiers of communities in social media.
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