CHP. 9 Flashcards
Social media (SM)
The use of information technology to support the sharing of content among networks of users.
Communities of practice
Groups of people related by a common interest. Also called communities.
Communities
Groups of people related by a common interest. Also called communities.
Social media information system (SMIS)
An information system that supports the sharing of content among networks of users.
Social media providers
Companies that provide platforms that enable the creation of social networks. Facebook, Twitter, LinkedIn, and Google are all social media providers.
Social networks
The social relationships among people with common interests.
Users
Individuals and organizations that use social media sites to build social relationships.
Viral hook
An inducement that causes someone to share an ad, link, file, picture, movie, or other resource with friends and associates over the Internet.
Content data
In social media systems, data and responses to data that are contributed by users and SM sponsors.
User-generated content (UGC)
Content on an organization’s social media presence contributed by nonemployee users.
Connection data
In social media systems, data about relationships.
Social CRM
CRM that includes social networking elements and gives the customer much more power and control in the customer/vendor relationship.
Crowdsourcing
A process through which users can provide customer support to one another or even participate in the creation of product specifications, designs, and complete products.
Business-to-consumer (B2C)
Ecommerce sales between a supplier and a retail customer (the consumer).
Business-to-business (B2B)
Ecommerce sales between companies.
Capital
Resources that are invested with the expectation of future gain.
Human capital
The investment in human knowledge and skills with the expectation of future gain.