Deck 8: Social Media Information Systems

Question 1

With social CRM, an effective reviewer, commentator, or blogger gets the most attention and has the most effect on the organization.

Answer 1

True

Question 2

Social media (SM) providers mostly host their SM presence using elastic servers in the cloud.

Answer 2

True

Question 3

A management information system (MIS) is an information system that supports the sharing of content among networks of users.

Answer 3

False

Question 4

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

Question 5

Social networking procedures are more informal for social media (SM) sponsors than they are for social networking users.

Question 6

Facebook, Twitter, LinkedIn, and Google are all social media (SM) application providers.

Question 7

Social networking sites present user and responder content, while Web sites and social networking applications store and process connection data.

Question 8

Social CRM is more structured and controlled than traditional CRM.

Question 9

The primary risk of peer-to-peer support is loss of control.

Question 10

Content data is data and responses to data that are contributed by users and social media (SM) sponsors.

Question 11

The number of second- and first-tier community members on a social media site reduces exponentially.

Question 12

Social media is static in nature, and its process flow can be designed initially by the organizations.

Question 13

Content data differentiates social media information system (SMIS) from Web site applications.

Question 14

The three roles of organizational units in social media information system (SMIS) are users, testers, and developers.

Question 15

Connection data is data about relationships.

Question 16

Social networking procedures in organizations are more formalized and aligned with the organization's strategy.

Question 17

In social CRM, the relationships between organizations and customers emerge in a dynamic process as both parties create and process content.

Question 18

A viral hook is an inducement for users of a social media (SM) site to share a message and communicate with others.

Question 19

Social media (SM) is the use of information technology to support the sharing of content among networks of users.

Question 20

Social CRM supports those customers who are likely to generate the most business.

Question 21

Social media has been widely used in businesses-to-consumer (B2C) relationships to market product to end users.

Question 22

The freemium revenue model allows advertisers to display ads to potential customers for free and pay only when the customer clicks.

Question 23

The first step in developing an SMIS (social media information system) for an organization is to identify the target audience.

Question 24

Information, influence, social credentials, and personal reinforcement add value to human capital.

Question 25

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

Question 26

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

Question 27

Metrics that don't improve one's decision making skills are commonly referred to as key performance indicators (KPI).

Question 28

Operations and manufacturing activities are dominated by unstructured processes.

Question 29

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.

Question 30

Advertising and charging for premium services are the two most common ways by which social media companies generate revenue.

Question 31

Unlike humans, organizations do not have social capital.

Question 32

Human capital is the investment in social relations with the expectation of returns in the marketplace.

Question 33

Mobile ad clicks are more effective, on average, than PC clicks.

Question 34

Metrics are measurements used to track performance while developing a social media information system (SMIS).

Question 35

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.

Question 36

Social media (SM) communities may provide better and faster problem solutions to complex supply chain problems.

Question 37

The distributed revenue model offers users a basic service for free, and then charges a premium for upgrades or advanced features

Question 38

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.

Question 39

A person can gain more social capital by strengthening relationships with people who control resources that are important to him or her.

Question 40

The primary risk of peer-to-peer support in social media and customer service is loss of privacy.

Question 41

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.

Question 42

A(n) ________ is an inducement to social media users for passing communications along through different tiers of communities in social media.

A) network motif
B) viral hook
C) folksonomy
D) internet site

Question 43

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.

Question 44

Social media (SM) communities differ from communities in the past because SM communities are ________.

A) formed based on family relationships
B) limited by geographic location
C) formed based on mutual interests
D) limited by organizational boundaries

Question 45

One of the major sources of user-generated content (UGC) problems is inappropriate content.

Question 46

An enterprise social network (ESN) is a software platform that uses social media to facilitate co-operative work of people within an organization.

Question 47

User-generated content (UGC) is the essence of SM relationships.

Question 48

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.

Question 49

A folksonomy is a content structure that has emerged from the processing of many user tags.

Question 50

Deleting legitimate negative comments can result in a strong user backlash.

Question 51

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

A) Social media
B) Content publishing
C) Multimedia
D) Programming

Question 52

Social ________ provide platforms that enable the creation of social networks, or social relationships among people with common interests.

A) media providers
B) media sponsors
C) welfare organizers
D) application providers

Question 53

Which of the following is a social media (SM) application provider?

A) Oracle
B) SAP
C) McAfee
D) LinkedIn

Question 54

The characteristics of McAfee's Enterprise 2.0 model are given by the acronym SLATES; E in SLATES stands for enterprise.

Question 55

Data and responses to data that are contributed to social media (SM) sites by users and SM sponsors are referred to as ________.

A) secondary data
B) content data
C) connection data
D) continuous data

Question 56

Deleting content on user-generated content sites should be reserved for contributions that criticize a firm's products or services.

Question 57

Which of the following is a dynamic, social media-based CRM process?

A) social CRM
B) human resource CRM
C) media CRM
D) traditional CRM

Question 58

The storage of ________ differentiates social media information systems (SMIS) from Web site applications.

A) secondary data
B) content data
C) connection data
D) continuous data

Question 59

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

A) human resource information system (HRIS)
B) social media information system (SMIS)
C) database management system (DBMS)
D) transaction processing system (TPS)

Question 60

Social media (SM) providers host the SM presence using ________ in the cloud.

A) elastic servers
B) proxy servers
C) vanity metrics
D) viral hooks

Question 61

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

A) metric of a relationship
B) strength of a relationship
C) value of human capital
D) customer lifetime value

Question 62

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

A) Crowdsourcing
B) Outsourcing
C) Homesourcing
D) Showrooming

Question 63

Which of the following is a risk associated with using social media in human resources to form conclusions about employees?

A) loss of privacy of the employees
B) loss of control over the employees
C) decrease in efficiency of the evaluation process
D) possibility of error on the site

Question 64

According to Nan Lin, which of the following types of capital adds value through information, influence, and personal reinforcement?

A) social capital
B) human capital
C) structural capital
D) process capital

Question 65

________ is the investment in social relations with the expectation of returns in the marketplace.

A) Social capital
B) Social stock
C) Market stock
D) Media capital

Question 66

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.

A) strength of a viral hook
B) value of social capital
C) strength of dimensionality
D) value of human capital

Question 67

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

A) social credential
B) viral marketing
C) crowdsourcing
D) human capital

Question 68

Which of the following best represents the value of social capital?

A) Number of Relationships × Relationship Strength × Entity Resources
B) Entity Resources - (Number of Relationships + Relationship Strength)
C) Number of Relationships - Relationship Strength - Entity Resources
D) (Number of Relationships × Relationship Strength) / Entity Resources

Question 69

The term ________ means the more people use a site, the more value it has, and the more people will visit.

A) par value
B) vendor's value
C) enterprise use value
D) use increases value

Question 70

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 ________.

A) human capital
B) process capital
C) social capital
D) structural capital

Question 71

A student invests money and time in a business administration course. In this example, the student invests in ________.

A) human capital
B) social capital
C) structural capital
D) process capital

Question 72

Social CRM is a(n) ________ process.

A) structured and controlled
B) uncontrolled but structured
C) unstructured but controlled
D) unstructured and uncontrolled

Question 73

Which of the following is a significant risk of using social media for inbound and outbound logistics?

A) loss of control
B) loss of credibility
C) loss of privacy
D) loss of effectiveness

Question 74

Which of the following statements is True about social CRM?

A) Customers likely to generate the most business get the most attention from the organization.
B) All the customer relationship processes in social CRM are structured and controlled.
C) Each customer crafts his or her own relationship with the company.
D) Though relationships emerge from joint activity, companies control the customers.

Question 75

Which of the following terms refers to the investment of resources for future profit?

A) capital
B) interest
C) loan
D) cash flow

Question 76

Which of the following revenue models offers advertisers to display ads to potential customers for free and pay only when the customer clicks?

A) pay-per-click model
B) freemium model
C) data model
D) click-free model

Question 77

Which of the following observations regarding the value of social capital is True?

A) A huge network of relationships with people who have few resources is of greater value than a smaller network of people with substantial resources.
B) People should ideally ignore entity assets and try to connect to more people with stronger relationships.
C) Social capital depreciates and such depreciation can be ameliorated by adding something of value to interactions.
D) The value of social capital is best expressed as the summation of the number of relationships in a social network and the resources controlled by those related.

Question 78

According to Nan Lin, social networks provide four forms of value: information, social credentials, personal reinforcement, and ________.

A) monetary benefit
B) popularity
C) influence
D) security

Question 79

________ activities are supported by structured process.

A) Operations and manufacturing
B) Sales and marketing
C) Media and human resource
D) Media and customer service

Question 80

The primary risk of peer-to-peer support in the context of social media and customer service is ________.

A) loss of control
B) loss of credibility
C) lack of privacy
D) lack of investment