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CMA Foundation · Fundamentals of Business Laws and Business Communication · Do's and Don'ts of Communication through Social Media

A consumer goods company in Pune wants to reply quickly to customer queries and complaints in a public, two-way manner that also lets other customers see the response. Which feature of social media makes it most suitable for this purpose?

Interactivity is the feature that suits this need. Social media supports real-time, two-way conversation, so a company can answer customer queries immediately and publicly, and other customers can see the reply. One-way broadcasts, printed circulars or internal-only channels cannot provide this open feedback loop.

  1. AInteractivity that allows two-way, real-time conversationCorrect
  2. BOne-way broadcasting with no scope for feedback
  3. CDelayed response through printed circulars
  4. DRestriction of messages to internal staff only

Explanation

Social media platforms allow users to respond instantly and publicly, so communication flows in both directions. Traditional circulars and one-way broadcasts do not give this immediate feedback, and internal-only channels do not reach customers.

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