There's been a lot in the press lately about what not to do in
the face of a social media crisis and lessons learned from highly publicized screw-ups by
major companies like Nestle, Southwest Airlines and Toyota. And
yes, some of these incidents did hinge upon faux pas in the use of
social media. But as I read through example after example, I can't
help but think that in many of these cases, there exists some
underlying corporate practice or decision at the root cause.