Social media does mean (as you’ve pointed out on a number of occasions, and via a number of media) that companies no longer are the sole arbiters of what is being said about them, or even on behalf of them. And, often, it’s the negative that gets publicised – the whistle blowing (or merely disgruntled) employee, the customer who got bad service, the punter who has lost money, the member of public who has read something (even unattributed). This can serve to really protect the consumer, but it can also lead to unsubstantiated rumours being re-reported as gospel.

Interesting subject!