Chapter 6. Design for Reputation and Risk Management

Reputation and Risk Management

As I began my research into reputation and risk management, I found many organizations that experienced some sort of crisis in the blogosphere while trying to protect their online reputation. For example, United Airlines had to deal with a crisis with David Carroll’s Taylor guitar, which was broken during a flight he took. Because he felt he had not been treated well, he wrote a song about what United had done, and posted it to YouTube ( At press time, ...

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