Social media sure cuts both ways, and it's a mistake to think that once people - customers, ex-customers, prospects, competitors, grumpy people, yahoos, etc. - start using the tools to say whatever they want, that you hand over your brand to them. That's marketing suicide, and in my current post, I address the issues and explore some ways companies can use the same tools to offset all of this out-of-control activity. Everyone has an opinion on the Web - don't get me started on that one - but that doesn't make everyone right - and companies have a voice too.
Enough - you get the idea, and if this topic is keeping you up at night, please give my post a read, and hopefully you'll sleep better. Better yet, give me a call and I'll try to help you save the day for your company!