Governance, Compliance, and Maintenance of the Process
Chapter 5 focused on managing the process of the social media audit. Chapter 6 puts the spotlight on governance matters and how we can assure that the process is being maintained at a desirable performance level. The focus will be on maintaining quality and consistency, as well as compliance, record keeping and the infrastructure. The human capital available, crisis management process, monitoring and measuring, as well as customer satisfaction are discussed.
KeywordsSocial Media Customer Satisfaction Crisis Management Twitter Account Social Media Activity
- Gattiker, Urs E. (Not dated). Governance. [Blog page – info.CyTRAP.eu]. Retrieved January 19, 2012, from http://info.cytrap.eu//?page_id=59
- Gattiker, Urs, E. (June 16, 2010). How BP shrugs off negative reviews. [Blog post – ComMetrics]. Retrieved February 13, 2012, from http://commetrics.com/?p=8359
- Gattiker, Urs E. (August 11, 2010). Social media DO’s and DON’Ts: 6 remedies for any emergency. [Blog post – ComMetrics]. Retrieved January 19, 2012, from http://commetrics.com/?p=9456
- Gattiker, Urs, E. (October 29, 2010). SAS risk management – after 2 crashes we expected proper risk assessment but got another crash-landing instead (UPDATE 1). [Blog post – info.CyTRAP.eu]. Retrieved January 31, 2012, from http://info.cytrap.eu//?p=119