The document outlines the differences between social media management and traditional customer relationship management (CRM), as discussed by Ang (2011). It defines the four pillars of social media—connectivity, conversations, content creation, and collaboration—and analyzes how each can enhance social media management. Additionally, the document highlights the benefits of social media management and provides examples to illustrate these points.

1. According to Ang (2011), how is Social Media management
different than traditional Customer Relationship Management
(CRM)? Define the four pillars of social media (connectivity,
conversations, content creation and collaboration) and analyze
how each pillar can be used to aid Social Media management.
Identify the benefits Social Media management. Provide
examples to illustrate each point.
The paper must be 1-2 pages in length (excluding title and
reference page) and in APA (6th edition) format. The paper
must include the Ang (2011) article in correct APA format.