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

Sharma Foods posts a promotional message on Twitter (X) at 9 a.m. By noon, customers have criticised the product in replies and the criticism is being shared widely. Which statement about social media as a communication tool best explains this situation?

Once a message is posted, the firm cannot control audience reactions or how widely comments spread. Therefore it must monitor responses and reply promptly and politely to address complaints, protecting its reputation, because open interaction is both a strength and a risk of social media.

  1. AThe firm controls the message completely once it is posted
  2. BNegative comments cannot spread on social media
  3. CCriticism is legally barred from public platforms
  4. DThe firm cannot control how the audience reacts, so monitoring and prompt, polite response are neededCorrect

Explanation

Social media is open and interactive, so the sender loses control over audience reaction and sharing. This is why firms monitor feedback and respond promptly and courteously. Claiming complete control or that negative comments cannot spread ignores this feature. Criticism is not automatically barred, though defamatory content may be actionable.

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