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Using MIS, 7e (Kroenke) Chapter 8  Social Media Information Systems 8

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Using MIS, 7e (Kroenke)

Chapter 8  Social Media Information Systems

8.1   True/False Questions

 

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

 

 

 

 

 

 

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

 

 

 

 

 

 

3) A viral hook induces users of an SM site to share a message with others.

 

 

 

 

 

 

4) Social media sponsors are the companies that operate SM sites.

 

 

 

 

 

 

5) Social media application providers are companies and other organizations that choose to support a presence on one or more SM sites.

 

 

 

 

 

 

 

6) Facebook, Twitter, LinkedIn, and Google are all SM application providers.

 

 

 

 

 

7) Social media sponsors may or may not pay a fee, depending on the application and on what they do with it.

 

 

 

 

 

 

8) SM application providers mostly host their SM presence using elastic servers in the cloud.

 

 

 

 

 

 

9) SM sponsors contribute to SM sites via browsers or by using specialized sponsor applications provided by the SM application provider.

 

 

 

 

 

 

10) Content data is data and responses to data that are contributed by users and SM sponsors.

 

 

 

 

 

 

11) Content data differentiates SMIS from Web site applications.

 

 

 

 

 

 

 

12) Only social networking sites present user and responder content, but both Web sites and social networking applications store and process connection data.

 

 

 

 

 

 

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

 

 

 

 

 

14) Employees who contribute to and manage social networking sites generate direct labor costs.

 

 

 

 

 

 

15) Seekers of the truth are communities that share a common belief and form their hive around that belief.

 

 

 

 

 

 

16) Defenders-of-belief communities are highly effective for activities that involve innovation or problem solving.

 

 

 

 

 

 

17) Defenders of belief facilitate activities like sales and marketing.

 

 

 

 

 

 

 

18) Social CRM is more structured and controlled than traditional CRM.

 

 

 

 

 

 

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

 

 

 

 

 

 

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

 

 

 

 

 

21) Seekers of the truth will seek the truth, even if that means recommending a certain vendor's product over another vendor's.

 

 

 

 

 

 

22) Defenders-of-belief communities provide better and faster problem solutions to complex supply chain problems.

 

 

 

 

 

 

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

 

 

 

 

 

 

 

24) Enterprise 2.0 is the application of social media to facilitate the cooperative work of people inside organizations.

 

 

 

 

 

 

25) In McAfee's SLATES Enterprise 2.0 Model, "E" stands for enterprise.

 

 

 

 

 

 

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

 

 

 

 

 

 

27) 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.

 

 

 

 

 

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

 

 

 

 

 

 

29) Unlike humans, organizations do not have social capital.

 

 

 

 

 

 

 

30) SMIS restricts word-of-mouth sales.

 

 

 

 

 

 

31) Social capital does not depreciate.

 

 

 

 

 

 

32) The multiplicative nature of social capital means that the value of a huge network of relationships to people who have few resources may be lower than that of a smaller network with people with substantial resources.

 

 

 

 

 

 

33) According to Gossieaux and Moran, a hyper-social organization focuses on managing and influencing customers rather than creating relationships.

 

 

 

 

 

 

34) According to Gossieaux and Moran's model of the hyper-social organization, channels transmit knowledge, whereas networks transmit data.

 

 

 

 

 

35) Key users submit ideas and responses to nonkey users for publication in communities.

 

 

 

 

 

 

 

36) According to the SEAMS process, social monitoring services are primarily used for measuring activities.

 

 

 

 

 

 

37) A person who sees an interesting feature in an SM presence and sends a link to that feature to friends is an active lurker.

 

 

 

 

 

 

38) Web 2.0 includes Web-delivered services and content that are paid for by users.

 

 

 

 

 

 

39) Web 2.0 enables advertisers to know the percentage of viewers who click an ad.

 

 

 

 

 

 

40) Web 2.0 used free content and free software as the principal means to attract viewers.

 

 

 

 

 

 

41) A characteristic of Web 2.0 is that the value of a site increases with an increase in users and use.

 

 

 

 

 

 

42) Web 2.0 avoids mashups.

 

 

 

 

 

 

43) An example of a mashup is Google's My Maps in which Google provides tools for users to make custom modifications to those maps.

 

 

 

 

 

 

44) 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.

 

 

 

 

 

 

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

 

 

 

 

 

 

46) One of the major sources of UGC problems is inappropriate content.

 

 

 

 

 

 

47) When a 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.

 

 

 

 

 

 

 

48) If a reasoned, nondefensive response generates continued and unreasonable UGC from the same source, it is best to respond to or delete the problematic content.

 

 

 

 

 

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

 

 

 

 

 

 

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

 

 

 

 

 

 

 

8.2   Multiple-Choice Questions

 

1) ________ 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

 

 

 

 

 

 

2) 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)

 

 

 

 

 

 

3) SM communities differ from communities in the past in that they are ________.

A) formed based on family relationships

B) limited by geographic location

C) formed based on mutual interests

D) limited by organizational boundaries

 

 

 

 

 

 

4) A(n) ________ is an inducement that is awarded 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 meme

 

 

 

 

 

 

5) ________ are organizations that choose to support a presence on one or more SM sites.

A) Social media application providers

B) Social media sponsors

C) Seekers of the truth

D) Defenders of belief

 

 

 

 

 

 

6) ________ are the companies that operate SM sites.

A) SM application providers

B) SM sponsors

C) Seekers of the truth

D) Defenders of belief

 

 

 

 

 

 

7) Which of the following is an SM application provider?

A) Oracle

B) SAP

C) McAfee

D) LinkedIn

 

 

 

 

 

 

8) Most SM applications earn their revenue through ________.

A) a licensing model

B) a franchising model

C) advertisements

D) merchandising

 

 

 

 

 

 

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

A) secondary data

B) content data

C) connection data

D) continuous data

 

 

 

 

 

 

10) The storage of ________ differentiates SMIS from Web site applications.

A) secondary data

B) content data

C) connection data

D) continuous data

 

 

 

 

 

 

11) A group considers Twitter to be far superior to Facebook and attempts to convince others that this is true. When confronted with contrary evidence, the group members do not change their opinion. According to Gossieaux and Moran, which of the following kinds of communities is most likely being illustrated in the given scenario?

A) defenders of belief

B) seekers of the truth

C) proprietary community

D) gated community

 

 

 

 

 

12) Defenders-of-belief communities facilitate activities like ________.

A) customer service functions

B) manufacturing and operations

C) inbound logistics

D) sales and marketing

 

 

 

 

 

 

13) According to Gossieaux and Moran, which of the following statements is true of defenders-of-belief communities?

A) They are open to changing their beliefs when confronted with contrary evidence.

B) They are very effective for activities that involve innovation or problem solving.

C) They make ineffective sales and marketing professionals.

D) They seek conformity and want to convince others of the wisdom of their beliefs.

 

 

 

 

 

 

14) According to Gossieaux and Moran, a common desire to learn something, solve a problem, or make something happen is shared by ________.

A) defenders of belief

B) proprietary communities

C) gated communities

D) seekers of the truth

 

 

 

 

 

 

15) According to Gossieaux and Moran, which of the following activities are seekers of the truth most likely to facilitate?

A) human resources

B) operations

C) marketing

D) sales

 

 

 

 

 

16) Which of the following statements is true of 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.

 

 

 

 

 

 

17) 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) increase in expenses

 

 

 

 

 

 

18) 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

 

 

 

 

 

 

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

A) Crowdsourcing

B) Outsourcing

C) Homesourcing

D) Farmshoring

 

 

 

 

 

20) ________ is the application of social media to facilitate the cooperative work of people inside organizations.

A) Enterprise 2.0

B) Enterprise resource planning

C) Enterprise application integration

D) Enterprise architecture

 

 

 

 

 

 

21) In McAfee's SLATES Enterprise 2.0 model, "L" stands for ________.

A) LAN

B) links

C) language

D) leader

 

 

 

 

 

 

22) In McAfee's SLATES Enterprise 2.0 model, "A" stands for ________.

A) auditing

B) alerts

C) authoring

D) announcements

 

 

 

 

 

 

23) A ________ is content structure that has emerged from the processing of many user tags in social media.

A) mashup

B) taxonomy

C) folksonomy

D) viral hook

 

 

 

 

 

 

24) According to McAfee, pushing enterprise content to users based on subscriptions and alerts is a characteristic of the ________ component of Enterprise 2.0.

A) signals

B) search

C) links

D) authoring

 

 

 

 

 

 

25) Which of the following components of McAfee's Enterprise 2.0 Model involves the creation of enterprise content via blogs, wikis, discussion groups, presentations, etc.?

A) search

B) authoring

C) extensions

D) signals

 

 

 

 

 

 

26) Enterprise 2.0 workers want applications to enable them to rate tagged content and to use the tags to predict content that will be of interest to them, a process McAfee refers to as ________.

A) links

B) authoring

C) signals

D) extensions

 

 

 

 

 

 

27) Which of the following is a risk associated with human resources when using social media 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

 

 

 

 

 

28) 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

 

 

 

 

 

 

29) 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

 

 

 

 

 

 

30) 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

 

 

 

 

 

 

31) 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

 

 

 

 

 

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

A) social credential

B) viral marketing

C) crowdsourcing

D) human capital

 

 

 

 

 

 

33) 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) curse of dimensionality

D) strength of human capital

 

 

 

 

 

 

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

A) coefficient of relationship

B) strength of a relationship

C) value of human capital

D) customer lifetime value

 

 

 

 

 

 

35) Social capital, unlike traditional capital, ________.

A) appreciates with time, and never depreciates

B) depreciates with time, and never appreciates

C) sometimes depreciates and at other times appreciates with time

D) remains constant with time

 

 

 

 

 

36) 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

 

 

 

 

 

 

37) Which of the following observations regarding the value of social capital is true?

A) A huge network of relationships to people who have few resources is of greater value than that of a smaller network with 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.

 

 

 

 

 

 

38) The hyper-social organization model developed by Gossieaux and Moran advocates ________.

A) an economic perspective on social media

B) influencing and controlling customers, employees, and partners for effectiveness

C) the use of social media in an organization-centric manner

D) the creation of relationships in which both parties gain value

 

 

 

 

 

 

 

39) According to Gossieaux and Moran, a(n) ________ is an organization that uses social media to transform its interactions with customers, employees, and partners into mutually satisfying relationships with them and their communities.

A) SM application provider

B) hyper-social organization

C) Enterprise 2.0

D) nonprofit organization

 

 

 

 

 

40) According to Gossieaux and Moran, which of the following observations is true about a hyper-social organization?

A) It uses social media in an organization-centric manner.

B) It creates relationships in which only one of the parties perceives and gains value.

C) It is characterized by a transformation of thinking from market segments to tribes.

D) It is an organization that transitions from a dynamic process to a structured one.

 

 

 

 

 

 

41) According to the SEAMS dynamic process, which of the following activities is most likely to involve the identification of important communities, what they do, where they hang out, what they care about, and how organizations relate to them?

A) sensing

B) engaging

C) activating

D) measuring

 

 

 

 

 

 

 

42) A person who reads, consumes, and observes activity in one social medium and then broadcasts it in some other medium is called a(n) ________.

A) active lurker

B) nonkey user

C) key user

D) SM sponsor

 

 

 

 

 

 

43) Web 2.0 refers to Web-delivered services and content paid for by ________.

A) SM sponsors

B) users

C) advertisers

D) investors

 

 

 

 

 

44) Web 2.0 relies on ________ for revenue.

A) advertising

B) software license fees

C) venture capital

D) controlled, fixed interfaces

 

 

 

 

 

 

45) Which of the following is true of Web 2.0?

A) Users usually cannot respond directly to Web ads.

B) Advertisers can find out who responds to ads but not how strongly.

C) One of the principal means that is used to attract viewers is providing low-cost content.

D) Most ads on social media generate revenue only when customers click on them.

 

 

 

 

 

 

 

46) Which of the following revenue models is most likely followed by companies providing Web 2.0 services?

A) traditional marketing

B) pay-per-click

C) user participation

D) venture capital

 

 

 

 

 

 

47) Which of the following is one of the principal means that companies implementing Web 2.0 are most likely to use to attract viewers?

A) controlled releases

B) fixed product value

C) free content

D) fixed interface

 

 

 

 

 

48) Web 2.0 encourages companies to provide software ________.

A) as a licensed product with high fees

B) with controlled releases

C) as a non-installable product

D) as a free service

 

 

 

 

 

 

49) A characteristic of Web 2.0 is that the value of a Web site increases as the number of users ________.

A) remains constant over time

B) decreases over time

C) increases over time

D) fluctuates over time

 

 

 

 

 

 

50) Web 2.0 encourages ________, which occur when the output from two or more Web sites is combined into a single user experience.

A) viral hooks

B) mashups

C) web beacons

D) fixed interfaces

 

 

 

 

 

 

51) Google's ________ is an excellent mashup example.

A) MyMaps

B) Archy

C) Ubiquity

D) Jetpack

 

 

 

 

 

52) ________ 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.

A) Pay-per-click

B) Conversion rate

C) Folksonomy

D) Enterprise 2.0

 

 

 

 

 

 

53) The first step that a hyper-social organization should take to manage the risk of employee communication is to develop and publicize a(n) ________ policy.

A) human resource

B) insurance

C) corporate social responsibility

D) social media

 

 

 

 

 

 

54) A social media policy used by hyper-social organizations is a statement that ________.

A) delineates employees' rights and responsibilities

B) lists a firm's products and services that are advertised on social media

C) lists the social and environmental effects of a company's economic actions

D) defines the type of medium and channel an organization uses in a social media site

 

 

 

 

 

 

55) The more technical an organization, the ________ the social policies.

A) less important

B) more stringent

C) more lenient

D) less open

 

 

 

 

 

56) ________, which refers to the matter in an SM site that is contributed by nonemployee site visitors, is the essence of SM relationships.

A) User-generated content

B) Folksonomy

C) Secondary data

D) Continuous data

 

 

 

 

 

 

57) If the content posted on a social networking site represents reasonable criticism of the organization's products or services, the best response would most likely be to ________.

A) leave it

B) edit it

C) delete it

D) report it

 

 

 

 

 

 

 

58) Responding to problematic content on social networking sites is best reserved for when the problematic content ________.

A) is obscene and inappropriate

B) does not affect the site where the content has been posted

C) represents reasonable criticism of the organization's products or services

D) has caused the organization to do something positive as a result

 

 

 

 

 

 

59) Deleting problematic content on social networking sites is best reserved for content that is ________.

A) grammatically incorrect

B) obscene and inappropriate

C) legitimate, but negative

D) contributed by a layperson

 

 

 

 

 

60) In 2024, emergence in the context of management would most likely mean a(n) ________.

A) loss of control over employees

B) loss of loyal customers

C) increase in the use of social media for managing employees

D) increase in the control over culturally-diverse customers

 

 

 

 

 

 

 

8.3   Essay Questions

 

1) Define social media and social media information systems. Name the three SMIS organizational roles.

 

 

 

 

 

2) Describe the roles of social media sponsors and social media application providers.

 

 

 

 

3) Describe "defenders of belief" and "seekers of the truth."

 

 

 

 

4) Explain each element in the SLATES model.

 

 

 

 

 

5) Define the three types of capital listed in business literature. According to Nan Lin, how does social capital add value?

 

 

 

 

 

6) Describe a hyper-social organization. Name the four pillars of a hyper-social organization.

 

 

 

 

 

7) How do organizations staff and manage sensing activities in SEAMS?

 

 

 

 

8) What is the difference between Web 2.0 processing and traditional processing?

 

 

 

 

 

9) List the major risks for businesses that indulge in commercial applications of social networking. Discuss any one of them briefly.

 

 

10) How should organizations respond to social networking problems? Which one of them is a dangerous approach and why?