What is “Social Media”?
We are all on it nowadays, whether it is for personal use or business. The only question really, is how many different platforms do you belong to? According to Nations (2016), “social media are web-based communication tools that enable people to interact with each other by both sharing and consuming information”.
10 Common Features of Social Media Platforms (Nations, 2016)
- Free User Account
- Profile Page
- News Feed
- Friends and Followers
- Upload Personal Content
- Likes and Comments
- Private Messages
- Available as a Mobile Ap
Social Media in Business
52 social media sites every business should know will include (obvious) big names like Facebook, Twitter and Google+, but it is about knowing the target audience and what platforms to best engage them on (Turner, 2015).
The revolution of social media is not a new concept in business. It is vital to have an online identity, as social media is used to communicate in both directions to market products, promote brands, connect to current customers and entice new ones .
Food For Thought
Here are two examples of good and bad reviews, regarding restaurants and social media…
THE GOOD: Morton’s Steakhouse met a man at the airport after he jokingly requested a steak before boarding his flight via Twitter (Bhasin, 2011). While this does not happen every day, it showed value in communication on social media platforms. Tweet tweet.
THE BAD: An Indianapolis restaurant manager issued a scathing reply to a diner, who complained her New Year’s Eve meal ruined when another customer suffered a heart attack! His reply, which went viral overnight, received high praise across the world for his crude honesty and for standing up for his staff (The Bitchy Waiter, 2016) but also whiplashed the reputation and job of the woman who left the complaint.
Be careful what you say online!
Adams, M., 2016. Indianapolis Bar’s Response to Customer’s Complaint About “Ruined” New Year’s Eve Goes Viral [online]. Available from: http://fox59.com/2016/01/04/indianapolis-bars-response-to-customers-complaint-about-ruined-new-years-eve-goes-viral/ [Accessed: 8 December 2016].
Bhasin, K., 2011. Here’s an Incredibly Sly PR Stunt That Morton’s Steakhouse Pulled Off [online]. Available from: http://www.businessinsider.com/heres-an-incredibly-sly-little-pr-stunt-that-mortons-steakhouse-pulled-off-2011-8?IR=T [Accessed: 8 December 2016].
Chaffey, D., 2016. Global Social Media Research Summary 2016 [online]. Available from: http://www.smartinsights.com/social-media-marketing/social-media-strategy/new-global-social-media-research/ [Accessed: 8 December 2016].
Chan, C., 2011. Morton’s Steakhouse Met a Man at the Airport with a Steak After He Asked for One on Twitter [online]. Available from: http://gizmodo.com/5832514/mortons-steakhouse-met-a-man-at-the-airport-with-a-steak-after-he-tweeted-about-it [Accessed: 8 December 2016].
Cristiano Viegas, 2013. Social Media – The New Revolution. [Online Video]. 20 February 2013. Available from: https://www.youtube.com/watch?v=s7UcQZCX_LE. [Accessed: 8 December 2016].
Nations, D., 2016. What is Social Media? Explaining the Big Trend [online]. Available from: https://www.lifewire.com/what-is-social-media-explaining-the-big-trend-3486616 [Accessed: 8 December 2016].
Patel, N., 2014. Which Social Media Accounts Really Matter and Why [online]. Available from: https://blog.kissmetrics.com/which-social-accounts-matter/ [Accessed: 8 December 2016].
The Bitchy Waiter, 2016. Say Hello To 2016’s First Horrible Customer [online]. Available from: http://thebitchywaiter.com/2016/01/say-hello-to-2016s-first-horrible-customer.html [Accessed: 8 December 2016].
Turner, J., 2015. Top 52 Social Media Platforms Every Marketer Should Know [online]. Available from: http://60secondmarketer.com/blog/2010/04/09/top-52-social-media-platforms/ [Accessed: 8 December 2016].