Every company, government agency and not for profit organization needs to consider how it will respond to social media and complaints. Some mentions will be positive and some will be negative. Policies or instructions needs to be documented for the front line staff that will be responding to these postings. While this used to be the responsibility of the public relations departments in the past, social media, blogs, and complaint sites have made this task grow exponentially and with it the need to engage a broader group of employees as responders.

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