Social media has become a mainstream communications channel Like it or not, social media has become a mainstream communications channel. What makes it so appealing for consumers is that it’s usually the shortest …

America’s biggest bank – JPMorgan Chase & Co – had to cancel a planed Q&A session on Twitter:   What happened? JPM announced its plans to hold a question and answer session on leadership and …

Following an announcement that it was raising prices by 9.2 percent, British Gas inexplicably decided to tackle customer complaints head-on with a Twitter Q&A. The #AskBG question and answer session amounted to …

Raising fuel costs is an unpopular decision at the best of times, but power company British Gas somehow managed to make things even worse. Following an announcement that it was raising prices by 9.2 percent, British …

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 …