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This study explores the opportunities and risks associated with user-generated content (UGC) in the communication strategies of marketing departments from a business perspective. With the rise of social media and online platforms, UGC has become a powerful tool for brands to engage with their audience, build trust, and enhance brand awareness. However, implementing UGC also comes with inherent risks, including the loss of control over brand messaging, potential negative user-generated content, and legal implications.
To investigate these dynamics, an empirical mixed-methods approach was employed, including expert interviews and a comprehensive literature review. The findings indicate that UGC offers significant opportunities for marketing departments, such as increased customer loyalty, enhanced authenticity, brand awareness, as well as a diverse set of possible content. However, the study also reveals the potential risks associated with UGC, highlighting the importance of managing these risks effectively.