You have worked hard for years to build a well-respected, profitable business in the cleaning and restoration industry. Yet things are slow. You search for an answer. You Google your company's name and find misleading, negative reviews. But the reviews mention locations where you have never done work. Is the author a disgruntled ex-employee or an underhanded competitor hiding behind a fake Internet persona? What do you do? While social media has revolutionized how businesses and consumers interact, it has also created new legal risks and challenges for businesses attempting to capitalize on the Internet's vital role as a source of consumer information. Facebook and Twitter are now common ways for businesses to connect with their customers. Similarly, consumers use a host of other social media platforms, including Yelp, Google, YouTube and blogs to share their experiences and opinions—both good and bad—of a company's product or service.
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