"I want to expand our social media presence, engaging our customers on their preferred platforms in a cost-effective manner. If I use a rational decision-making process, what can I expect the outcome to be?" "The chances are high that your decision will be biased, especially because the current problem is complex and past patterns will be an inaccurate guide." "Your decision will be based primarily on your preconceptions about social media, what you learn about social media as you begin your research, and Mi Ola’s past experiences engaging with customers online." "You will rate all alternatives against known criteria and choose the course of action that will maximize return to the organization." "You will make a decision that is about 80 percent accurate, which is good enough to meet your objectives given the time and information at your disposal."