Autonomy Promises Protection from Bad Comments
Autonomy recently announced the release of Autonomy Social Media Governance, designed to monitor social media channels for harmful or inaccurate content directed towards organizations. The industry's first solution aimed at governing comments via social media channels such as LinkedIn, Facebook, and Twitter will store and keep records of comments made by customers, employees, news organizations, and bloggers.
Autonomy's Meaning Based Computing platform has the capability to search relationships and patterns beyond conventional keywords. Content is then stored in an Autonomy Digital Safe which can then be analyzed. Autonomy Media Governance can help tackle slanderous commentsmade by employees or false claims asserted by competitors under fake identities.
"The biggest risk is reputation," says Toby Bell, research vice president at Gartner. "Every enterprise needs to understand it's reputation equity."
Since the rise of social media, many organizations have been hoping for a more effective way to find and contain erroneous, and potentially damaging commentary on social networking sites. According to Bell, "most enterprises do it in pockets and pieces" and "address the most risky." Autonomy Media Governance, however, uses a completely unique IP allowing video, audio, messages, postings, and any related content to be accrued.
Private Facebook accounts and locked twitters will not be searched as George Tziahanas, vice president of compliance at Autonomy confirms, "We will only go after public content." However, postings and comments shared from inside organization's firewall, even to private accounts, could be captured. "Any activity that you engage in on the corporate system may be surveillanced, stored, whatever....It's a real challenge for these organizations. They have privacy things to balance."
Containment of this content will be not necessarily take place on premise, as with the increased popularity of cloud computing, many organizations will choose to store this information elsewhere.
Bell asserts that the best way to make use of Autonomy Social Media Governance is for enterprises to develop a plan that includes many areas of an organization. "You need to have a strategy for information governance. Ideally, this team would span IT, records and management, social media and marketing, all types of areas, compliance officers, etc.," Bell says. "Information governance is a team sport. The more information you have available and the better analytics tools you have, the better off you'll be."
News relevant to the customer relationship management industry is posted several times a day on destinationCRM.com, in addition to the news section Insight that appears every month in the pages of CRM magazine.
You may leave a public comment regarding this article by clicking on "Comments" below.
The 2008 CRM Service Awards: Contact Center Search
01 Apr 2008
In a contact-center-specific adaptation of knowledge management, InQuira is this year's answer.
Autonomy Acquires Interwoven for $775 Million
26 Jan 2009
The move looks to extend Autonomy's reach into the legal profession's document management sector.
Web Analytics Meets Social Media
16 Apr 2009
Webtrends and Radian6 are the latest vendors to partner up for companies hoping to monitor and respond to online conversations.
Social Media: The Five-Year Forecast
27 Apr 2009
Social media has only just taken off, says Forrester analyst Jeremiah Owyang -- and his "Future of the Social Web" report says social networks and marketers will have to change their strategies. "Bad things will happen," he says.
Autonomy Interwoven Unveils Social Media Analytics Tool
13 Jun 2009
Merging social media monitoring with content management, the solution aims to help marketers find meaning and take action.