Social media is interactive digitally-mediated technologies that facilitate the creation or sharing/exchange of information, ideas, career interests, and other forms of expression via virtual communities and networks

1. Ms. NURATHIRAH BINTI ABD NASIR
From Segamat, Johor
Lecturer Social Media Course
Call/WhatApps/Telegram
011-10807636 (Office Hour)
E-Learning Education Class
1. Easyclass - Access Code (3E01-K3U7)
2. Quizizz
3. Kahoot

2. Bloom Taxonomy Marks
TOSS L1 & L2 (20%) L3 & L4 (60%) L5 & L6 (20%) Total Mark
Mini
Assignment
1 8 1 10
Assignment 1 - 5 - 5
Assignment 2 1 4 - 5
Assignment 3 1 3 1 5
Project 2 10 3 15
Mid-Term 5 10 5 20
Final Exam 10 20 10 40
Total 20 60 20

3. Social Media
and
Customer
Engagement
Chapter 1

4. Learning Outcome
Describe the difference
between social media platforms,
including functionality, target
audience, and intended use

5. At the end of this lesson, student are expected to:
Sketch the social feedback cycle
01
Define an internal application that
connects employees and enables
efficient resolution of customer-
generated ideas.
Map out your own customer
engagement process and
compare it with the engagement
process defined in this chapter.
02
03

6. Subtopic
The Social Feedback
01
Open Access to Information
Social Business: The Logical
Extension 6 Social Business Is
Holistic
02
03

7. What is Social
Media?
 A shift in how
people discover,
read, create and
share news,
information and
content.
 A fusion of
sociology and
technology,
transforming
monologues into
dialogues

8. Different forms of electronic communication through which users can create
online communities to exchange:
 Information
 Ideas
 Messages
 Other content such as videos or music

9. Categories of Social Media
Social media platform – Type of software or technology
that allows users to build, integrate, or facilitate a community,
interaction among users, and user-generated content
Social media tool – Enables users to communicate with
each other online

10. Social Media Platforms
 Act as a home base for an online
community
 To access the conversations held there,
users must become members
Social networking sites –
Websites that provide virtual
communities for people to:
 Share daily activities
 Post opinions on various topics
 Increase their circle of online
friends, and more

11. What We
Do Now?
Ten Types of Social Media Platforms
1. Blogs and Microblogs
2. Forums
3. Social Networks
4. Multimedia Sharing
5. Social Tagging
6. Reviews and Opinions
7. Community Q&A
8. Collaborative Publishing
9. Events
10. Virtual Worlds

12. What We
Do Now?

13. Social Media Platform
Text
Text
Text
Text

14. Social Media Tools
Text
Text
Text
Text
 These make the conversation
happen.
 Services like YouTube and Flickr
allow people to upload and share
media such as photos and videos
 Some videos have gone viral
and shot their makers to fame
 Marketers realize that a viral
video can translate to a jump
in demand—and sales—for
their products

15. Social Media Tools
Facebook
 Blogging allows people to communicate in greater detail
than microblogging does
 Marketers use blog postings to:
 Educate consumers and business customers about new
products
 Ask for feedback about particular goods and services
 Notify the public about social responsibility initiatives
 Manage public relations crises
Twitter

16. Social Media Tools
Microblogging offers
short bursts of news
App
Marketers
 Designate certain staff members
as bloggers
 Hire professional bloggers either
in-house or on a consulting
basis
Companies may
 Short for application, it is a
free or paid software
download that links users
to a wide range of goods
and services, media and
text content, social media
platforms, search engines,
and the like
 Know that potential and
existing customers use all
kinds of apps, and they want
to tap into the opportunities
created by this phenomenon
 Must find ways to identify the
apps that will support the
goals of their social media
marketing efforts

17. Social Media Tools
2
1
3
Information
contained in the
code is shared with
the user
 Might lead to a
video, give details
about a product,
or offer a coupon
Short for
quick
response
codes
QR Codes
Two-
dimensional
bar codes
Information
that can be read by
some mobile phones
with cameras

18. SOCIAL FEEDBACK CYCLE

19. Social Media
1
2 3
4
• The choice of platforms,
tactics and measurements is
dictated by the overall
company objectives.
While it has risks, at least from
this marketers perspective it’s a
whole lot more
fun, transparent, powerful and
rewarding than ‘traditional’
marketing.
Participation in social media
marketing has additional brand,
legal and ethical
implications.
Social Media represents a shift
in how people discover, read,
create and share
news, information and content.
Consumer reliance on social
media recommendations
requires companies to
incorporate social media
marketing strategies.

20. How to Improve Employee and Customer Communication?
Use a project
management
/social
collaboration
platform.
1
Provide
employees
(especially
younger
ones) with
regular
feedback.
3
Make it easy
for
customers
to
communicat
e with you
5
Create an
online
forum
where
employees
can easily
share
information
and respond.
2
Use video
conferencin
g
4

21. Function Of The Social Web 2.0.
User-generated content,
such as text posts or
comments, digital photos
or videos, and data
generated through all
online interactions, is the
lifeblood of social media.
1
Users create service-
specific profiles and
identities for the website or
app that are designed and
maintained by the social
media organization.
2
Social media facilitate the
development of online
social networks by
connecting a user's profile
with those of other
individuals or groups.
3

22. Consumption, as used in the context of social media, means downloading, reading,
watching, or listening to digital content. Consumption is the basic starting point for
nearly any online activity, and especially so for social activities. It’s essentially
impossible (or at least unwise) to share, for example, without consuming first:
habitually retweeting without first reading and determining applicability to your
audience.
Consumption
1

23. Curation is the act of sorting and filtering, rating, reviewing, commenting on,
tagging or otherwise describing content. Curation makes content more useful to
others. For example, when someone creates a book review, the hope is that the
review will become the basis for a subsequent purchase decision.
Curation
2

24. Beyond curation is what is more generally recognized as “content creation.”
Unlike curation, a great first step that requires little more than a response to an
event—you indicate your like or dislike for a photo, for example—content creation
requires that community members actually offer up something that they have
made themselves. This is a significantly higher hurdle, so it’s something for which
you’ll want to have a very specific plan. “You can upload your photos!” by itself
is generally not enough.
Creation
3

25. Collaboration is a key inflection point in the realization of a vibrant community
and the port of entry for true social business. Collaboration occurs naturally
between members of the community when given the chance. Blogging is a good
example.
Collaboration
4

26. 30%
Blogger/Social
Media
Copywriter
You can simply impress your audience
and add a unique zing and appeal to
your Presentations. Easy to change
colors, photos and Text.
Contents Title
You can simply impress your audience
and add a unique zing and appeal to
your Presentations. Easy to change
colors, photos and Text.
Contents Title
Job Titles in Social Media Marketing

27. Job Titles in Social Media Marketing
Type of Job
Social media marketing manager or digital marketing
manager
Social media strategist
Brand manager
Online community manager
Influencer relations
Social media specialist
Social media design
Social media
developer
Content programmer
Blogger or copywriter
Social media analytics

28. Thank You
Never Judge Person with ONE side