Cleaning 'graffiti' from social media sites with sophisticated content analytics tools
If someone complains, criticizes or attacks your organization through
social media, that criticism can quickly go viral before you even have
a chance to respond. How would it be if you could instantly detect
and delete these inappropriate social media messages, protecting your
reputation and brand image?
After a social media storm forced closure of its Facebook page, the
Established in 1892, the Regina Police Service has grown to more than 530 employees, including police officers, special constables and civilians. The agency is sworn to protect the rights of individuals in the city of Regina, Saskatchewan, Canada.
When a police officer from the Regina Police Service shot a citizen's dog while in pursuit of a suspect in an aggravated assault, the incident sparked a social media storm. The agency's Facebook and Twitter pages were inundated with inappropriate comments such as, "The only
The Regina Police Service knew that it needed to take action to keep its social media pages free from inappropriate messages. The agency joined forces with IBM Business Partner Integritie to implement the Social Media SMC4 solution. Built on the IBM Enterprise Content Management platform, SMC4 integrates with the Regina Police Service's existing social media infrastructure, adding stronger, more flexible content controls, filtering and analysis. The solution
automatically logs all interaction across the agency's social media pages, monitors incoming and outgoing messages, and archives all communication.
Using IBM FileNet® Content Manager and IBM Enterprise Records software, SMC4 captures and governs incoming social media messages in a central repository. Underlying IBM Content Analytics with Enterprise Search software helps interpret and preprocess the messages for near-real-time detection of inappropriate content, such as profanity, racism and sexist communication. The offending content is automatically hidden from view and can be placed in a controlled workflow for immediate review and response. The software also evaluates messages in the context of conversations and detects sentiment, helping the Regina Police Service prioritize response.
Efficiently and consistently capture all social media interaction
Investigate, resolve and respond to customers quickly
Protects the agency's reputation by automating social media and web content management, analysis and discovery
Saves employees' time and improves responsiveness with 24/7 monitoring and auto-response capabilities
Reduces costs by automatically enforcing the agency's social media best practice and policy control document
"Just as we police our parks to discourage graffiti, we must protect our online spaces from inappropriate content. The IBM Enterprise Content Management
and SMC4 solutions help us maintain inviting social media sites where people can share ideas or
even challenge the ideas of others respectfully."
Manager, Public Information and Strategic Communication,
Regina Police Service