• July 16, 2010
  • By Koa Beck, Editorial Assistant, CRM magazine

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.

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