There is no mistaking the fact that technological advances change the way in which, we navigate life. Notably, technology forever changed the landscape of communication, gone are the days when words on paper written in ink dismantled the barrier known as distance. The Internet proved powerful enough to erase the challenges associated with distance making us a connected society both domestically and globally. While the Internet proved a valuable source for the private sector, it proved invaluable for businesses. Initially, companies found value in using the Internet as an internal communication tool and for sharing information with employees, as well as a training and scheduling tool; however, that door would soon be blown wide open.
Social …show more content…
By the year 2000, “40 million Americans – or 48% of internet users have purchased a product online” (Pew Research Center, 2014, para. 13). However, within a few short years’ technology advanced bringing with it social media (SM) platforms and the advent of Smartphones with Web surfing capabilities. Examples include the BlackBerry 5810, which hit the retail market in 2002, which was also the year the social networking site Friendster.com launched. The following year (2003) brought the Palm Treo 600 and MySpace.com, which was followed by Facebook in 2004. Next came the launch of YouTube on February 14, 2005, and then came the Apple iPhone in 2007 (Reed, 2010). Collectively, the Internet, home computer, email, SM, and the Smartphone presented business organizations with an opportunity to reach consumers regardless of time, location, and …show more content…
However, given the connectedness SM affords, a seemingly simple complaint has the potential to go viral in the blink of an eye. Put differently, it’s word of mouth on anabolic steroids! Subsequently, such action can tarnish a business’s reputation; therefore, organizations must take a proactive and appropriate position when consumer dissatisfaction is first detected (Smith, Wollan, & Zhou, 2010). As an organization with a media presence you must react and respond to the consumer’s comments concerns, complaints or questions in a timely fashion, if left unaddressed you run the risk of opening Pandora’s Box. The essential element for SM success is communication, which when done swiftly, properly, and with transparency increases the chance to establish credibility and consumer loyalty (Edosomwan, Prakasan, Kouame, & Seymour, 2011). To that end, it’s important to recognize SM platforms are not without
Social …show more content…
By the year 2000, “40 million Americans – or 48% of internet users have purchased a product online” (Pew Research Center, 2014, para. 13). However, within a few short years’ technology advanced bringing with it social media (SM) platforms and the advent of Smartphones with Web surfing capabilities. Examples include the BlackBerry 5810, which hit the retail market in 2002, which was also the year the social networking site Friendster.com launched. The following year (2003) brought the Palm Treo 600 and MySpace.com, which was followed by Facebook in 2004. Next came the launch of YouTube on February 14, 2005, and then came the Apple iPhone in 2007 (Reed, 2010). Collectively, the Internet, home computer, email, SM, and the Smartphone presented business organizations with an opportunity to reach consumers regardless of time, location, and …show more content…
However, given the connectedness SM affords, a seemingly simple complaint has the potential to go viral in the blink of an eye. Put differently, it’s word of mouth on anabolic steroids! Subsequently, such action can tarnish a business’s reputation; therefore, organizations must take a proactive and appropriate position when consumer dissatisfaction is first detected (Smith, Wollan, & Zhou, 2010). As an organization with a media presence you must react and respond to the consumer’s comments concerns, complaints or questions in a timely fashion, if left unaddressed you run the risk of opening Pandora’s Box. The essential element for SM success is communication, which when done swiftly, properly, and with transparency increases the chance to establish credibility and consumer loyalty (Edosomwan, Prakasan, Kouame, & Seymour, 2011). To that end, it’s important to recognize SM platforms are not without