Social Media in Corporate Crises?

Effective 'tweeting' is something you're born with; either you get Twitter or you don't.

Lawyer Jonathan Armstrong discusses his recent experiences of travel delays and flooding across Britain. How did the companies concerned respond to complaints from customers over Twitter?

Should organisations get ultra corporate when dealing with complaints? Or should they show a sense of humour and laugh complaints off? If the latter high risk strategy is chosen, does it need handling by a staff member who has a natural affinity to diffuse a tense situation?

Lawyers Jonathan Armstrong and Eric Sinrod from Duane Morris LLP discuss their views in their latest transatlantic podcast.