I found a podcast on the State Library of Victoria Website entitled ‘Mark Pesce on social media’. In this podcast Mark discusses the increasing number of ways to contact people in today’s society due to social networking. I found his views interesting on how you can no longer control the information that is on the World Wide Web and that organisations need to not only adopt social media but use it in order to be receptive to clients’ needs by responding to their complaints and suggestions.
A great example of this is Deakin Stalker, which is a Facebook group that posts their views and opinions about things happening at the Deakin University Library. This allows Library staff to follow the group and respond quickly to students’ needs and feedback.
In this podcast Mark also discusses how people are using social media tools to discuss things such as customer service experiences and that is why businesses need to get involved in social media in order to respond to their clients where they are spending their time. A benefit of using social media in organisations is also that it allows a business to expand their client base.
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