MASHABLE — If there was any doubt before last year as to social media’s ability to exacerbate reputation crises, 2009 settled the debate. In just that one year, Domino’s, United Airlines, and Tiger Woods were but a few of the headlining examples that were variously infected by the viral bug. These global brands made their problems even worse with sloppy responses to online news reports, blog posts, Facebook updates, YouTube videos, and Twitter entries. With big names such as Toyota and Johnson & Johnson suffering similar ills in just the first two months of 2010, it seems that the second decade of the 21st Century will be as unrelenting as the first on brands that fail to effectively prepare for and respond to crises in the online marketplace. The good news is that by understanding how online crises can be transformed into trust-building opportunities, companies and high-profile individuals can avoid repeating the grave mistakes of 2009. There continue to be teachable moments in abundance. It’s time to seize on their lessons...

ZDNET — A few years ago, in 2006 - ancient history in social media - various researchers proposed methodologies to study how quickly a meme can spread. Some tried to characterize based on qualitative attributes of the meme itself, such as how funny it was, or how socially relevant, while others avoided those grey areas and focused instead on the quantitative attributes of network owners who posted links or tracked referral URLs. In both cases, the general conclusions were fairly predictable: given a good story, it can go viral and appear everywhere within hours. This isn’t just a convenient generalization; some of the biggest memes, such as Dave Carroll’s ‘United Breaks Guitars’, the rise to superstardom of Susan Boyle from Britain’s Got Talent, and Jill and Kevin’s wedding dance led to tens of millions of views and further pop-culture references on news programs, talk shows, and even scripted TV sitcoms...

ADVERTISING AGE — Toyota might be telling Capitol Hill it wants to regain the public trust, but judging from Facebook, it may not have lost it. According to Doug Frisbie, Toyota Motor Sales USA's national social media and marketing integration manager, the automaker has actually grown its Facebook fan base more than 10% since late January, around the time of the marketer's Jan. 21 recall announcement and its Jan. 26 stop-sale date...

THE SOCIAL MEDIA MARKETING BLOG — It seems that crisis management has been a hot topic in the news lately. Sports celebrities and major automotive companies are suffering from major hits to their reputation every day in the news. And earlier today, a popular theme park made headlines: SeaWorld experienced a terrible accident when one of its killer whales from the Shamu show attacked and killed one of their most experienced trainers. The team at SeaWorld and its associated parks have a solid presence online; a huge portion of their ticket sales are from the web. But outside of a blogger outing through IZEAFest, I hadn't really heard much of their social media efforts. So today, when I saw "SeaWorld" and "Shamu" trending on Twitter, I knew there was probably some unfortunate news behind it. I'd like to take a look at some of the good things that SeaWorld did in response and some areas that need attention...

MASHABLE — The Internet-era has made establishing trust an increasingly complicated issue. Our finely tuned ability to read facial expressions does not apply to e-mail, and emoticons are, at best, an imperfect substitute for sarcastic inflection (raise your hand if you’ve ever gotten into trouble for typing something that was meant to be a joke). So, how can we establish trust when our online identities are often little more than an avatar and few lines of text? Fortunately, some in the scientific community have taken it upon themselves to help us through the confusion. Through both laboratory studies and field observation of people conversing over the Internet, scientists can survey when participants are likely to trust word-of-mouth or stab an absent colleague in the back. I sat down with a leading figure in this field, Professor Judy Olson, to talk about the essentials of building trust with digital communication...