ITM 501 Mod 3
ITM 501 Mod 3
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Date Created: 11/15/15
Trident University International Bruce Herrington Jr ITM 501 Management Information System and Business Strategy Module 1 Case Assignment Dr Caroline Howard INTRODUCTION The purpose of this paper is to discuss if the availability and use of social media on the Internet really provides businesses with new and different useful information If so how If not why not After my stance is made I will present as much evidence as I can against my position Finally my original stance will be reviewed and reaffirmed I will complete this assignment in a 5 to 7 page paper BODY Social media has really taken off over the last five years from You Tube My Space Face book and Twitter People came have global reach in no time and get their message heard in a matter of minutes This definitely provides businesses with new and useful information It gives them feedback that their customer surveys cannot capture These reviews are not altered and address the problems are the customer sees it This is evident by the video posted by Dave Carroll when he posted his video about his experience with United Airline Because he felt he did not receive the service he deserved he took matters into his own hands In the Brands and Social Media Participation video it discusses the use of Flyer Talk This is a website that allows customers to talk about services provided by airlines Many frequent yers use this to communicate and voice their opinion about the airlines As a airline trying to make it in these hard time you want to be able to tap into this resource and she what changes could be made to improve business and customer service processes This gives these airlines a real time assessment of their company Most people would rather post their comments on this website then to fill out a customer critique after a long ight Social media gives very useful knowledge to any business For example when visiting a new city many people go on the Internet to see what is available for them to do The first things they do are going to the reviews and see what other have to say about the establishment In the past I have see people post negative comments about the companies and not get a reply back from that establishment Now these businesses have gotten smart and will reply back to the unsatisfactory comments and in some cases try to right the wrong Hoping that people reading the reviews see this and they thing the company will go above and beyond to ensure 100 customer satisfaction Just recently I saw someone post a bad review about a restaurant on the company s Face Book page in less than 10 minutes that company replied back and offer them a 25 dollar gift certificate Social media is a very powerful tool and has can service many purposes but if used properly it can make or break businesses Businesses are provided with problems and in some cases solutions While conducting more research on this subject I found a Face Book page for an upscale restaurant in Philadelphia One of the posts on their page was someone complaining about the wait for people who made reservations during the weekend Someone else gave pretty good feedback about this and included some pretty good tips on how to improve this problem I would think this would make correcting this issue easier Another advantage of this is how people on Twitter can reach their audience so fast I have a Twitter account and I follow a few athletes and one of them posted a comment about how good the food was at restaurant in Washington DC A few weeks later I was in the area and made sure I visited this restaurant and I was pleasantly surprised Social media can that a business that is not so well known and the right person can be impressed and they end up with free advertisement This had taken word of mouth advertising to a whole different level I can think of several instances where the right people have endorsed something and that business took off Long gone are the days off people on television or the radio to advertise a product Now people take to the web and reach millions in no time Social media is so important because people are constantly linked With everyone being equipped with smart phones they are never out of reach for these social networks Instead of sitting at home watching a commercial you can now get the same advertisement from all media websites on the go Nowadays if someone has a free moment the first thing they do is hop on one of these sites and check to see what is IICW Business can use this to their advantage and stay on top of this social media by being aware of what is said about them Before if a customer was not satisfied they had no way of voicing their opinion unless they did it where the problem took place now they can post their questions comments and concerns anytime This could help or hinder a business all in a few keystrokes At the same time businesses can get valuable feedback instantly and get a chance to clear up any problems via the Internet This shows how far we have come when it comes to technology and global reach Social media also helps business compare themselves to other business like them and see what they are doing different For example if I own a nightclub in New York and I want to compare my customer satisfaction to another club I can just jump on Face Book and see what customers are saying about how they do business Another advantage is I can get real time information on events they have coming up This can be vital to planning my next event and getting a leg up on the competition You can also view the pictures and see the set up inside the club and see how many people are in the club on a typical night All of this is available without have to leave home and visit the club Social media can only be as useful as a business makes it This only affects a small portion of businesses anyway Large chains really aren t affected by these reviews because people expect a certain type of service for them If someone writes a bad review about the Applebee s up the street do you think that is going to create a drop in revenue I would think not The chains are well known and these reviews have little bearing on their business The case assignment of this paper discusses how the airline handled Dave Carroll after his video I think this is a rare case and this was done to repair their public image I did some research and I didn t see any declining numbers in their revenue after this incident This means that he had to get over 8 million views before the company reached out to him In the background information discusses hoe the airline settled this issue In the end he didn t receive any money instead the money was donated to a music school After he tried to seek a similar deal for his friend this shows the company was just trying to keep their reputation intact Cases like this are few and far between even though numerous people complain about businesses every day Dave had over 11 million view of his viral video on You Tube and it seemed to be more comical than to be a compliant He made a name for himself but I can t say his video adversely affect the company To be honest this was the first time I saw the video and I am sure United has broken many things since this video was filmed They are probably telling their workers to throw the luggage on the plane before passengers get on the plane The information gained by these businesses when using social media could be minimal People are very rarely satisfied with anything nowadays they will complain about the smallest thing just to hear themselves talk You can go into any establishment and find someone who is not happy with something this can range from the food to the service Just a few days ago I was eating at a restaurant with my family and I overheard a lady complaining about the food She placed her order and the serve got it out in record time She stopped the server and asked if her food was properly cooked because it came out so fast The server look confused and asked her is she was joking This is how you compliment some who is doing all they can to make your dining experience the best they can What happens if this lady goes online and makes a complaint about speedy service No matter the social media website they can be an untapped resource for feedback and solutions for any company How this information is used is totally up to the company The first step would be to find this information and apply it as needed to their company If five people were on Twitter saying the same negative thing about your company then I would think that would be an issue to resolve The new way of communicating have done some god and bad for businesses but it can be very helpful if the company listens to these problems A rule of thumb is if one person is saying it them at least five more are thinking it I think all of this information is important but to small businesses this information is vital to their success One bad review for someone just staring and their business could never get off the ground On the other side of the coin chains of restaurants do not have to really worry these reviews If you have gone in one McDonalds you have seen them all Even though the service might vary the structure and the look is always the same Any company welcomes good advertisement but some will go above and beyond to try and make sure they do all they can for that good review In the end no company want their reputation to be negatively impact and for good reason CONCLUSION In conclusion social media has made its place in business and can be a valuable tool for all involved Businesses can take this information and learn a lot and more importantly validate their processes and see what changes need to be made Social media is here to stay and is a great way for any business to get their name out there and get the opinions of their consumers all at the same time BIBILOGRAPHY 1 Trident University Background information Management Information System and Business Strategy httpcdadtuiueduCourseHomeModuleaspx course67ampterm96ampmodue5amppagecase retrieved on December 23 2011
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