CIS 243 chapter 8 final review wku – Flashcards
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Traditional customer relationship management (CRM) flies in the face of structured and controlled processes of social CRM.
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False
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________ is the use of information technology to support the sharing of content among networks of users
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Social media
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Social media communities develop and operate their own custom, proprietary, social networking application software.
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False
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Humans have social capital, whereas organizations do not have social capital.
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False
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Which of the following statements is true of social customer relationship management (CRM)?
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Each customer crafts his or her own relationship with a company.
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Social media providers develop and operate their own custom, proprietary, social networking application software.
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True
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Which of the following statements is true of social media (SM) providers?
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They use elastic, cloud-based servers to host SM presence.
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Social media (SM) ________ are formed based on mutual interests and transcend familial, geographic, and organizational boundaries
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Social media (SM) ________ are formed based on mutual interests and transcend familial, geographic, and organizational boundaries
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________ in the context of management means loss of control of employees.
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Emergence
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Social media fundamentally changes the balance of power among users, their communities, and organizations.
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True
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________ is data about relationships
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Connection data
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Which of the following statements is true of social capital?
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The value of social capital is determined by the number of relationships in a social network.
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Which of the following statements is true of social networking problems?
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Responses to problematic content are best reserved for instances where it has caused an organization to do something positive
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A person gains social capital by ________.
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adding more friends
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Social media is creating new job titles, new responsibilities, and the need for new types of training.
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True
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Social media communities are the companies that operate social media (SM) sites
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False
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In social customer relationship management, relationships between organizations and customers are fixed.
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False
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Operations use social media to improve communication channels with their customers, but not within an organization.
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False
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Content data is data about relationships.
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False
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Platforms that enable the creation of social networks, or social relationships among people with common interests, are offered by social media ________.
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providers
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In the context of the five components of social media information systems (SMIS), which of the following statements is true of social media (SM) procedures?
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They are informal, evolving, and socially oriented.
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Social media's flow cannot be designed or diagrammed as it is very ________.
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dynamic
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Social media's flow cannot be designed or diagrammed easily. Even if it was to be designed, the social media process would have changed even before the diagram is finished.
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True
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Organizations create and manage social media (SM) accounts just like typical users.
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True
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Social media providers create the features and functions of the site, and they compete with one another for the attention of users.
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True
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Social media (SM) application providers store and retrieve SM data on behalf of users.
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True
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Depending on how an organization wants to use social media, it can be a user, a provider, or both.
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True
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The first step that any organization should take to manage the risk of employee communication is to develop and publicize a social media policy.
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True
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A(n) ________ social networking service like Yammer can be used to provide managers with real-time feedback about how to resolve internal operational inefficiencies.
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enterprise
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For social networking users, procedures are informal, evolving, and socially oriented
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True
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Informality in procedures means that unintended consequences are common in social media.
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False
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eBay often solicits customers to provide feedback on their eBay experience; this is an example of crowdsourcing.
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True
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Use of social media to recruit and evaluate potential employees is prohibited
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False
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Social media is increasingly used for finding employee prospects
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True
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Capital is defined as the investment of resources for future profit.
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True
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Internal personnel social media sites such as MySite and MyProfile in SharePoint and other similar enterprise systems are used for ________.
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employee communication
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Since its inception, social media (SM) has been widely used to market products to end users in ________.
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business-to-consumer (B2C) relationships
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In the context of customer relationship management (CRM), a vendor might lose control of the customer relationship.
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True
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Facebook, Google+, LinkedIn, Twitter, Instagram, and Pinterest are examples of social media providers that enable the creation of social networks
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True
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Social media (SM) ________ utilize SM sites to build social relationships.
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users
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Which of the following statements is true about viral hooks in a social media (SM) site?
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It is an inducement to pass communication along the tiers of a community.
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Which of the following statements is true of using social media to advance organizational strategies?
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Users who have no financial incentive are willing to provide reviews to the buyer community.
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Social capital is investment in human knowledge and skills for future profit.
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False
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Social media (SM) communities differ from regular communities because ________.
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they are based on mutual interests of users
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In the context of the five components of social media information systems (SMIS), which of the following statements is true of social media (SM) providers?
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They store and retrieve SM data on behalf of users.
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Being linked to a network of highly regarded contacts is a form of ________.
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social credential
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Conversion rate measures the frequency that someone who clicks on an ad makes a purchase, "likes" a site, or takes some other action desired by an advertiser.
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true
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In the context of management, transcendence means loss of control of employees.
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False
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Web sites and social networking sites both present user and responder content, but only social networking applications store and process connection data.
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true
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Value chains determine unstructured business processes.
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False
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________ refers to data and responses to data that are contributed by users and SM sponsors.
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Content data
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If a reasoned, nondefensive response generates continued and unreasonable user-generated content from that same source, it is best for an organization to delete it.
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False
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Which of the following indicates a risk of using social media in human resources?
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making errors in forming conclusions about employees through social media
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Social media sites that become too defensive can be perceived as promulgating an unpopular management message.
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True
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Social media is widely used in business-to-business relationships and not in business-to-customer relationships.
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False
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Connection data differentiates social media information systems (SMIS) from Web site applications.
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True
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________ is a dynamic social media process of employing users to participate in product design or product redesign.
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Crowdsourcing
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Which of the following is a use of social media (SM) in human resources?
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It is used for recruiting candidates.
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Patronizing responses to comments from content contributors can generate a ________.
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strong backlash
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In social customer relationship management, since the relationships between organizations and customers emerge from joint activity, customers have as much control as companies.
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true
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Which of the following statements is a characteristic of social media (SM) user communities?
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Most users of SM belong to several different user communities.
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Chief Digital Officer (CDO) is a position responsible for developing and managing innovative social media programs.
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true
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Being linked into social networks reinforces a professional's identity, image, and position in an organization or industry.
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true
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Web surfers cannot filter out advertising content.
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false
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Social media (SM) is by its very nature static.
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False
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Social media enables people to form communities, which are groups of people related by a common interest.
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true
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A Facebook user likes pages of various organizations on Facebook. The fact that the user has liked a particular organization is an example of ________.
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connection data
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A social media information system is an information system that supports the sharing of content among networks of users.
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true
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Some companies hire staff to maintain their social media (SM) presence, promote their products, build relationships, and manage their image.
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true
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To an organization, the strength of a relationship is the likelihood that an entity in the relationship will do something that benefits the organization.
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true
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