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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Ted Schadler, Josh Bernoff

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12. keeping HEROes safe

It’s time to face the risks that lurk in the HERO-powered business. Because employees, armed with the technologies of the groundswell, are not just powerful, they’re dangerous. Like all powerful tools, these technologies carry risks.

What could go wrong?

For one thing, as Domino’s Pizza found out in April of 2009, employees can upload videos to YouTube. In this case, it was two pizza makers stuffing cheese up their noses and performing other unspeakable acts on food that appeared destined for delivery to customers. No matter that the perpetrators eventually denied ever delivering unsanitary food, Domino’s still suffered brand damage.1

Your employees don’t do that? What about the Sprint employee who posted details about ...

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