I wanted to share a paper that I co-wrote with fellow students while we were MBA students at Kellogg. The paper covers how a company should respond to crises that are a result of user generated content. With the speed at which information is now disseminated on the internet, companies need to be prepared for situations where employees and customers can create a firestorm with a simple blog post or video upload (example: Comcast guy sleeping).
It's kind of a long paper, so if you want to jump to the meat, the heart of our conclusions start on pg. 14.
Click on the below link to read in a bigger window.
Corporate Crisis Management of User Generated Content