Q4: Read the case below and answer the questions following it briefly.

Hootsuite [2*4 =8 Marks]

Hootsuite is an online social media management system that keeps track of and manages the myriad multiple networks such as Facebook, Twitter, and Google+ and posts updates or replies directly. Hootsuite is like an online spy for your companycontinually monitoring what people are saying about your brand across all platforms from Facebook to Google+ to LinkedIn. And not only will it alert you to potential negative feedback, but it also will help you with a crafted and creative instant response. With so many networks for businesses to manage, it's no surprise that social media management tools have become so popular and relied upon by many companies today.

If you manage the updates for your businesss social networks, its highly likely that you will have heard of Hootsuite. Of course, there are a number of competitors to Hootsuite, including TweetDeck and SocialEngage, but Hootsuite continues to dominate this hypercompetitive market. Some of the services offered by Hootsuite are Analyze Social Media, Respond and Create Social Media, Monitor Social Media and Schedule Social Media.

Questions

1. In your opinion why is social media critical to business success?

2. Why is monitoring, responding, creating, and analyzing social media content critical to any business?

3. As a manager what can you do if you find from Hootsuite that several customers are complaining about your product on Facebook?

4. Do you think it is ethical for businesses to use systems like Hootsuite to monitor customer feedback? Why or why not.