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首页> 外文会议>World multi-conference on systemics, cybernetics and informatics >THE ROLE OF SOCIAL CRM IN AN EDUCATION INSTITUTE: THE FEDERAL INSTITUTE OF EDUCATION, SCIENCE AND TECHNOLOGY OF RIO GRANDE DO NORTE CASE
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THE ROLE OF SOCIAL CRM IN AN EDUCATION INSTITUTE: THE FEDERAL INSTITUTE OF EDUCATION, SCIENCE AND TECHNOLOGY OF RIO GRANDE DO NORTE CASE

机译：社会关系管理在教育机构中的作用：北里奥格兰德州教育科学与技术联邦学院

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摘要

The organizations have passing for several transformations in recent times and increasingly treating information as an intangible asset that deserves attention and care. In this perspective, public organizations are gradually recognizing the importance of information in its workplace and for this reason are investing in better customer relationship management (CRM) systems, where noteworthy social media. This study aims to understand the role of Social CRM through social media as part of an educational institution. The institution chosen for the research was the Federal Institute of Education, Science and Technology of Rio Grande do Norte, through its Communication Department and Social Media. The research was characterized as Exploratory, qualitative approach, using even the literature followed by content analysis to the discussion of results. Data collection was conducted through a structured interview with two employees of the Communications Department of the Institution. The results showed that the IFRN established closer ties with the community through social media, however, there is still a need to improve the structure that supports this information system.
机译：这些组织在最近进行了几次转型，并将信息视为一种无形资产，值得关注和关注。从这个角度来看，公共组织逐渐认识到信息在其工作场所中的重要性，因此正投资于更好的客户关系管理（CRM）系统，在该系统中值得注意的社交媒体。这项研究旨在通过社交媒体了解社会CRM在教育机构中的作用。选择进行该研究的机构是北里约格兰德州联邦教育，科学技术学院，该研究所通过其传播部和社交媒体。该研究的特征是探索性，定性的方法，甚至使用文献，然后通过内容分析来讨论结果。数据收集是通过与该机构通讯部门的两名员工进行的结构化访谈进行的。结果表明，IFRN通过社交媒体与社区建立了更紧密的联系，但是，仍然需要改进支持该信息系统的结构。

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