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The key word in social media is social.

As such, it’s a two-way game. Brands and businesses that use channels such as Twitter and Facebook to simply broadcast their message rarely get the sort of results they would expect. Fans and customers want and demand to be heard, and brands that carefully nurture these relationships benefit from higher engagement levels, boosts in website traffic and sales, strong word of mouth marketing and customer loyalty.

But sometimes, despite our best efforts, things go wrong. So what do you do when the worst happens?...