Reputation management: when no comment is not an option

While there is nothing unusual these days about an unhappy customer setting up a sucks website (as in yournamedcompanysucks.com), this story is worth a look because of the official company reaction.
When it comes to managing your online reputation in an era of consumer generated media, no comment is almost always the wrong response. We may struggle to define exactly what is meant by engaging with the public but your public sure knows when you can’t be bothered.
via Hyku