The @TELUSsupport Twitter Account Is Staffed by a Team of Knowledgeable

question 11

Multiple Choice

The @TELUSsupport Twitter account is staffed by a team of knowledgeable people that can respond to customers with technical support and troubleshooting tactics. Which goal for using online tools to interact with stakeholders does this example illustrate?

• A) increasing product awareness
• B) improving customer service
• C) gathering product and marketing insight
• D) managing company reputation

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Definitions:

Stakeholder Audit

A systematic examination to identify all relevant stakeholders of an organization and analyze their interests and potential impact on the organization.

General Decision-making Model

A systematic approach to making decisions that involves identifying a problem, generating alternative solutions, evaluating these solutions, and then implementing the chosen solution.

Scanning The Environment

The act of systematically reviewing the competitive, economic, political, and social landscapes to anticipate and react to changes.

Law Of Unintended Consequences

The Law of Unintended Consequences highlights the unpredictable and unintended effects that can result from an action or decision.