As if major airlines don’t have enough trouble these days, two well-known brands are in the midst of a very public online reputation management crisis. Internal corporate communications must catch up to the new platform — and fast. In today’s vertical search marketing column, “Travel Brands Walking a Social Media Tight Rope,” vertical search expert Elisabeth Osmeloski notes that we’re still seeing effects of internal PR groups attempting to control the conversations, and put forth very specific messaging. It simply doesn’t work in this new social environment.
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