More and more companies are embracing social media like never before, taking to Facebook, Twitter and other tools in droves to connect with the customers of tomorrow – but it’s not always so easy. Businesses that focus only on implementing social media technologies rather than on how to use social collaboration for business success often [...]

More and more companies use social media and in particular Youtube to apologize to their customers and as a key tool in crisis management. During the Toyota recall disaster in 2009/10 commercial director Jon Williams explaining how sorry he was about all the drama they have been having over the recalls of their cars. The [...]

If you joined the rest of the world in cringing at the Domino’s Pizza social media PR disaster a couple of years back – Taco Bell seems to be pointing the way for large corporations in dealing with negative online buzz. The company has come under fire for selling beef that’s only 88% beef – but the [...]

“Does negative social media hurt business?”, “Did social media attack harm BP’s bottom line?” – Is any publicity, good publicity?  It depends on how the company responds on whether or not it hurts the business. And you also have to look short term and long term. In the short term, the answer is for the [...]