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Interview with Ezra Silverton from 9th sphere

Your company offers online reputation management services. What's the worst ORM mistake one can make? "I would say there are two things people often do that make things worse for them. Both are equally bad ORM mistakes. First is the person or company replying to the negative press hatefully. The second is starting a fighting match online where the company starts to post how horrible the other person was or is. Neither are going to get the situation resolved and it will draw more attention to the problem than is necessary."