"Ostrich, Tiger, or Gazelle: Which Approach Should a Manufacturer Take in Monitoring and Responding to Online Content?"
Below is an excerpt:
An emerging issue for product manufacturers, distributors, and
retailers is what to do about the plethora of information about
Consumers and users are now posting about their every emotion, experience, and thought, which often involves Tweets, complaints on blogs, videos of their experiences with products, and other communications about a product’s performance, alleged defects, or unforeseen uses of the product.