Two data sets, two different user groups, same results: Small businesses and nonprofit find social media effective for reaching new customers and strengthening existing relationships. Irrefutable evidence of the power of engagement.

When your company is faced with a crisis, you should have the appropriate social media tools in place to listen, engage with stakeholders and broadcast messages. In this post, I consider the reputation problems recently faced by Network Solutions and Motrin, the strategies used to address them, and lessons we can learn from them.