Governance, Compliance, and Maintenance of the Process

  • Urs E. GattikerEmail author
Part of the SpringerBriefs in Computer Science book series (BRIEFSCOMPUTER)


 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.


Social Media Customer Satisfaction Crisis Management Twitter Account Social Media Activity 
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  1. Gattiker, Urs E. (Not dated). Governance. [Blog page –]. Retrieved January 19, 2012, from
  2. Gattiker, Urs, E. (June 16, 2010). How BP shrugs off negative reviews. [Blog post – ComMetrics]. Retrieved February 13, 2012, from
  3. 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
  4. 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 –]. Retrieved January 31, 2012, from

Copyright information

© The Author(s) 2013

Authors and Affiliations

  1. 1.CyTRAP Labs GmbHZurichSwitzerland

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