Peter Friedman, Social Media Handbook

• How to Respond to Negative Social Commentary…without Pissing More People Off
• How to Become the Starbucks of the Internet:A Guide to Great Social Content: In social media, customer relationships are built and culture evolves through brand-guided content, conversation, and moderation.
• Wargaming: How to Protect Yourself from Unexpected Blowback When You Launch Your Next Social Campaign
• The Five Questions You Should Answer Before Responding Publicly to a Social Media Crisis
• The Art of the “Pause Post”: Rescue Your Brand from Social Media Crisis
• Socializing the Brand: Introducing the Socialized Brand, which builds brand experience (and loyalty) through guided social conversations with customers, thereby requiring a mindset shift from control to collaboration.
• Legal and Privacy Issues: Social media brings new opportunities, but also new risks. We lay out the issues so that you can make informed decisions and mitigate risk.