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Communication is an essential part of life. When it comes to a firm, good business communication helps in building trust among customers, cooperation among employees and interest among other stakeholders. The more you communicate with your customers the better is your acceptance in the market. Connecting to customers was not an easy task in the past as the communication media had limitation of being able to communicate without individual attention. But people, these days, expect businesses to interact with them. Companies have changed their way of communicating with people in recent time. Social networking sites have increased their popularity in great terms in the recent years. Sites such as Facebook, Twitter, Instagram, Google +, Flickr, Pinterest, LinkedIn are primarily used by business houses for business-to-consumer and consumer-to-consumer communication. The Facebook alone has more than 1.5 billion users around the world. Businesses have understood that social networks are not mere marketing tool but a Business communication platform with great potential. They are relatively inexpensive tools for the connecting with its stakeholders. Social networking Sites most effective communication platforms. They can help businesses increase their customer base. They also increase the customer loyalty as customers get individual and timely attention. The customer queries are given with required information. Some companies have started using Twitter and Facebook for registering and solving customer complaints
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Group 3
RAHUL T PMANAS KR BAISHYA
ISMAIL ZABEEHULLA J DHATCHNAMURTHY T
ALEENA P
How Social Networking Sites Are Used In Business Communication
Web 2.0 Assignment
What is a Social Networking Site(SNS)?
• An online platform that allows users to create a public profile and interact with other users on the website. Social networking websites usually have a new user input a list of people with whom they share a connection and then allow the people on the list to confirm or deny the connection.
• Social networking is leading evolutionary trend both in society and business . Businesses are using SNSs as a platform for connecting with Employees, customers and other Stakeholders.
POPULAR SOCIAL NETWORKING SITES:
• Facebook• Twitter• LinkedIn• Pinterest• Google Plus+• Tumblr
• Instagram• VK• Flickr• Vine• Meetup• Tagged
Why is SNSs great platform for Interactions with Stakeholders?
Let’s look at the popularity and growth of major SNSs
Some Statistics of Social media involvement of Businesses and Marketers*
How SNSs aid Business Communication
• Links the company with its customers• Build customer base of the company• Real Time communication with Customers• Customer Support activities• Helps in understanding perceptions of customers about
the company• Interact and find out the tastes& preferences• Timely Feedback • Measures of acceptance of products or services• Build a referral base
Impact of SNS - Example
A snapshot of a tweet pointing at a spelling error made by Allen Solly on their store display at Garuda mall, Bangalore.This got 11 retweets.
How did the Allen Solly Twitter Team Respond to it?
Alle
n So
lly’s
Resp
onse
Allen Solly thanked the person who tweetted it for bringing this into the company’s notice and promised to take corrective action. The company asked for its typo in the following way which got retweetted several times:
This move by the company has impressed many of its followers and the media at large.
DELL - IDEASTORM
The Social media Platform created by DELL in its www.ideastorm.com website has collected more than 17,000 ideas for new orimproved products and has adopted nearly 500 ideas among these. This is also used for collecting customer feed back.
Impact of SNS – Example WIPRO
Wipro’s Earthian campaign showed immense support on Facebook. They use Twitter, Facebook and LinkedIn for customer interaction and technological improvements to help do better business. These platforms are used for connecting with employees too.
Exam
ple
of C
omca
st Comcast , the largest cable operator and home internet
service provider, uses, in Twitter, @COMCAST for company news, information and branding. It also has @comcastcares which is dedicated to customer service and support. It also has Blogging network to solve the complaints of the customers and collect feedback. The interactions range from 200-300 everyday.
» Online world is the new economic frontier
» Social Networking Sites are not just a tool of marketing but a powerful platform for interacting with its customers
» Conversations through SNSs are richer, more purposeful and more personal
» Advantage of no time limit
» Relatively inexpensive media to connect and interact with target customers
» Wider reach – Any time, anywhere in the world
Why is it important to use Social networking sites for Business Communication ?
References http://lighthouseinsights.in/when-allen-solly-said-sorry-on-twitter.html/http://www.techopedia.com/definition/4956/social-networking-site-snshttp://socialstrand.com/2012/05/09/5-social-media-customer-servicelessons-from-etsy/https://www.mckinseyquarterly.com/Demystifying_social_media_2958
Group 3 –Web 2.0Thank you
