User-generated reviews are an inescapable element of the online reputation space. With our deep background in search engine optimization, we tend to be brought into situations that require management of search results themselves.
Have you ever hit 'reply all' by mistake? Then you have a sense of how a crisis in brand reputation feels. It's like this:
Benjamin Franklin once said, 'It takes many good deeds to build a good reputation, and only one bad one to lose it.' Although Franklin predated the Internet by almost 300 years, his words ring truer than ever now that our lives are documented so thoroughly - and so publicly - online.