A person or group with an interest or concern in an organisation
Which term describes a feature on a website where a customer exchanges typed messages with support staff in real time?
Live chat
Which term describes an online meeting where people in different locations can see and hear each other at the same time?
Videoconferencing
What is meant by 'pay-per-click'?
A way of advertising where the organisation is charged each time a user clicks on its advert
Which term describes adverts that are shown only to users who match a chosen profile, such as their age, location or interests?
Targeted advertising
Which term describes a private message sent from one social media user to another that cannot be seen by other users?
Direct messaging
Which communication platform is a formal method that has taken over from letters because it is quicker and cheaper than post?
Email
Which platform lets a customer check stock levels and buy items online?
A website
An organisation needs to send a customer their order and payment details. Which channel is most appropriate?
A private email to that customer
Which information is most suitable for an organisation to share as a public status update on social media?
A price reduction on a product
Why does an organisation use analytics on its social media posts?
To see customer demographics and engagement
Which is a drawback for an organisation of advertising on social media?
Competitors can copy the organisation's ideas
A company needs to show a customer a detailed design during a meeting. Why is videoconferencing more suitable than a telephone call?
The design can be shared on screen
An organisation sends a report to a customer by email instead of printing and posting it. Why is this beneficial for the organisation?
Files can be sent as attachments without being printed or posted
A company pays a well-known social media user to post videos about its products because their followers trust their opinion. Why is this useful for the company?
It builds trust with customers and creates brand awareness
An organisation wants to find out which new services its customers would like it to offer. Which social media feature should it use?
A poll or survey post
An organisation receives a lot of negative comments about its service on its social media posts. Why is this a drawback?
Other users can see the comments and its reputation may suffer
A small company finds that advertising on social media takes up a lot of its staff's time. Why is this?
Staff have to post regularly and reply to comments and questions
An organisation pays for adverts on a social media platform, but many of its target customers never see them. Which is the most likely reason?
The platform's algorithm decides which users are shown each advert
Why can an organisation's website help it to reach more customers than a shop alone?
It is available at any time to anyone with internet access
A customer reads an email from an organisation and thinks it is rude, even though the organisation did not mean it that way. Which drawback of email does this show?
The tone of a message can be misunderstood
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