Respected industry analyst Gartner Research issued a report naming social networking as one of the top ten disruptive (i.e., innovative) influences shaping information technology (and thus, business) in the next five years. Should organizations fear or even avoid websites (their own or external sites like Yelp or TripAdvisor) where consumers can post negative messages about products and services? What actions can companies take in response to this disruptive influence? What would be your writing strategy in response to a negative online review or complaint?
In your own words / over 300 word count.