question

Social media users include only individuals and not organizations that use social media sites.

answer

False

question

A social networking user gains social capital by adding more friends and by strengthening relationships with existing friends.

answer

True

question

A ________ is a statement that delineates employees' rights and responsibilities in an organization.

answer

social media policy

question

Value chains determine ________.

answer

structured business processes

question

Traditional customer relationship management (CRM) flies in the face of structured and controlled processes of social CRM.

answer

False

question

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

answer

Social media

question

Social media communities develop and operate their own custom, proprietary, social networking application software.

answer

False

question

Humans have social capital, whereas organizations do not have social capital.

answer

False

question

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

answer

Each customer crafts his or her own relationship with a company.

question

Social media providers develop and operate their own custom, proprietary, social networking application software.

answer

True

question

Which of the following statements is true of social media (SM) providers?

answer

They use elastic, cloud-based servers to host SM presence.

question

Social media (SM) ________ are formed based on mutual interests and transcend familial, geographic, and organizational boundaries

answer

Social media (SM) ________ are formed based on mutual interests and transcend familial, geographic, and organizational boundaries

question

________ in the context of management means loss of control of employees.

answer

Emergence

question

Social media fundamentally changes the balance of power among users, their communities, and organizations.

answer

True

question

________ is data about relationships

answer

Connection data

question

Which of the following statements is true of social capital?

answer

The value of social capital is determined by the number of relationships in a social network.

question

Which of the following statements is true of social networking problems?

answer

Responses to problematic content are best reserved for instances where it has caused an organization to do something positive

question

A person gains social capital by ________.

answer

adding more friends

question

Social media is creating new job titles, new responsibilities, and the need for new types of training.

answer

True

question

Social media communities are the companies that operate social media (SM) sites

answer

False

question

In social customer relationship management, relationships between organizations and customers are fixed.

answer

False

question

Operations use social media to improve communication channels with their customers, but not within an organization.

answer

False

question

Content data is data about relationships.

answer

False

question

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

answer

providers

question

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?

answer

They are informal, evolving, and socially oriented.

question

Social media's flow cannot be designed or diagrammed as it is very ________.

answer

dynamic

question

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.

answer

True

question

Organizations create and manage social media (SM) accounts just like typical users.

answer

True

question

Social media providers create the features and functions of the site, and they compete with one another for the attention of users.

answer

True

question

Social media (SM) application providers store and retrieve SM data on behalf of users.

answer

True

question

Depending on how an organization wants to use social media, it can be a user, a provider, or both.

answer

True

question

The first step that any organization should take to manage the risk of employee communication is to develop and publicize a social media policy.

answer

True

question

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

answer

enterprise

question

For social networking users, procedures are informal, evolving, and socially oriented

answer

True

question

Informality in procedures means that unintended consequences are common in social media.

answer

False

question

eBay often solicits customers to provide feedback on their eBay experience; this is an example of crowdsourcing.

answer

True

question

Use of social media to recruit and evaluate potential employees is prohibited

answer

False

question

Social media is increasingly used for finding employee prospects

answer

True

question

Capital is defined as the investment of resources for future profit.

answer

True

question

Internal personnel social media sites such as MySite and MyProfile in SharePoint and other similar enterprise systems are used for ________.

answer

employee communication

question

Since its inception, social media (SM) has been widely used to market products to end users in ________.

answer

business-to-consumer (B2C) relationships

question

In the context of customer relationship management (CRM), a vendor might lose control of the customer relationship.

answer

True

question

Facebook, Google+, LinkedIn, Twitter, Instagram, and Pinterest are examples of social media providers that enable the creation of social networks

answer

True

question

Social media (SM) ________ utilize SM sites to build social relationships.

answer

users

question

Which of the following statements is true about viral hooks in a social media (SM) site?

answer

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

question

Which of the following statements is true of using social media to advance organizational strategies?

answer

Users who have no financial incentive are willing to provide reviews to the buyer community.

question

Social capital is investment in human knowledge and skills for future profit.

answer

False

question

Social media (SM) communities differ from regular communities because ________.

answer

they are based on mutual interests of users

question

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?

answer

They store and retrieve SM data on behalf of users.

question

Being linked to a network of highly regarded contacts is a form of ________.

answer

social credential

question

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.

answer

true

question

In the context of management, transcendence means loss of control of employees.

answer

False

question

Web sites and social networking sites both present user and responder content, but only social networking applications store and process connection data.

answer

true

question

Value chains determine unstructured business processes.

answer

False

question

________ refers to data and responses to data that are contributed by users and SM sponsors.

answer

Content data

question

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.

answer

False

question

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

answer

making errors in forming conclusions about employees through social media

question

Social media sites that become too defensive can be perceived as promulgating an unpopular management message.

answer

True

question

Social media is widely used in business-to-business relationships and not in business-to-customer relationships.

answer

False

question

Connection data differentiates social media information systems (SMIS) from Web site applications.

answer

True

question

________ is a dynamic social media process of employing users to participate in product design or product redesign.

answer

Crowdsourcing

question

Which of the following is a use of social media (SM) in human resources?

answer

It is used for recruiting candidates.

question

Patronizing responses to comments from content contributors can generate a ________.

answer

strong backlash

question

In social customer relationship management, since the relationships between organizations and customers emerge from joint activity, customers have as much control as companies.

answer

true

question

Which of the following statements is a characteristic of social media (SM) user communities?

answer

Most users of SM belong to several different user communities.

question

Chief Digital Officer (CDO) is a position responsible for developing and managing innovative social media programs.

answer

true

question

Being linked into social networks reinforces a professional's identity, image, and position in an organization or industry.

answer

true

question

Web surfers cannot filter out advertising content.

answer

false

question

Social media (SM) is by its very nature static.

answer

False

question

Social media enables people to form communities, which are groups of people related by a common interest.

answer

true

question

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

answer

connection data

question

A social media information system is an information system that supports the sharing of content among networks of users.

answer

true

question

Some companies hire staff to maintain their social media (SM) presence, promote their products, build relationships, and manage their image.

answer

true

question

To an organization, the strength of a relationship is the likelihood that an entity in the relationship will do something that benefits the organization.

answer

true

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