Boston, MA (WiredPRNews.com) Truventis (www.truventis.com) a management consulting firm based in Boston focused on social media, has identified what it calls the “social media danger zone”.
The company stated that while Facebook traffic peaks at 3 p.m. on weekdays, traffic is high on most social media sites until 11 p.m., when it drops off. “The problem,” stated Truventis founder John Theriault, “is that companies leave their offices between 5 – 6 p.m., and their social media sites are unattended after that.”
This opens the door to potential adverse content on social media, the company states. Adverse content includes negative posts, complaints and customer inquiries, spam, unassociated self-promotional content (a growing problem) and more.
Said Theriault, “companies should be worried about two things: 1) not being immediately responsive to customers who comment, complain, post a question to your site, and 2) having potentially adverse content in the same space as your brand for any length of time.”
In addition, Theriault noted that major brands are now using Twitter for customer service communication. The result, noted Theriault, is that consumers now expect businesses to quickly respond to posts on social media sites.
Based on numerous client requests, Truventis began offering after hours live social media site monitoring. The service provides trained moderators that review, remove, or escalate content on client social media sites.
“Our moderators not only look for adverse content,” noted Theriault, “but also opportunities.” The moderators identify conversation trends, key topics, and make recommendations for improved site effectiveness and engagement. “The big brands have had this available for a while now,” stated Theriault, “but it’s been very expensive. Our goal was to do in way that makes it affordable to companies across the spectrum”.
Truventis provides detailed reports on their monitoring activity including screen shots of removed content that can be used for compliance purposes. “This is an important issues for all businesses, but particularly so for those in regulated industries”, noted Theriault. “We work with several banks and credit unions, for example, and they need to show regulators they have a procedure for communications capture and archive in place. Our service offers that kind of support.”
“With the rapid adoption of social media by companies for branding,” noted Theriault, “monitoring these sites is a critical. Social media is no longer a sideline of your on-line presence, with 600 millions users on Facebook means it’s now front and center.” Said Theriault.
John Theriault, Principal, Truventis Social Media Management Consultants
Email: [email protected]
Truventis is a management consulting firm dedicated to social media optimization and risk management. The company has offices in Boston and New Bedford, MA.
Truventis supports development of marketing campaigns, brand research and analysis, content moderation and customer engagement, after hours live site monitoring, HR policy and training, compliance support and more.
The company’s founder, John Theriault, is an experienced management consultant and entrepreneur focused on the successful integration of strategy, human capital, and branding in the age of social media and smart mobile platforms adoption.
He was an early advocate that social media’s impact would go beyond marketing and HR, and into all functions of the company.
John Theriault has authored a series of white papers on social media, including; “Putting the Community Back in Community Banks”, “The Social Media Danger Zone”, and “Opportunity and Risk in Social Media for Banks, Credit Unions, and Financial Service Providers”.
He also authors a monthly social media column for the New England Business Bulletin, a publication of the Dow Jones Local Media Group.