Most companies are barely prepared to deal with unhappy customers who use social media to air their gripes. Now they must be ready to respond when organized entities, such as Greenpeace, wage massive campaigns against their brands using social media channels. For an organisation that has limited resources but depends so heavily on spreading its [...]

Social media isn’t as easy as it looks – Chrysler had to realize that. The official Twitter account of Chrysler brand vehicles dropped the F-bomb in an update from an employee at the automaker’s social media agency. The post read: “I find it ironic that Detroit is known as the #motorcity and yet no one [...]

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 [...]