The book I read to research this post was Online Reputation Management For Dummies by Lori Randall Stradtman which is a very good book which I read at
http://safaribooksonline.com
This book does cover everything about this topic as I think a bigger book would be necessary but it does a good job of covering the essentials. In this day and age particularly for businesses it's more difficult to keep a uniformly good image. Also if someone libels your product it's not straight forward taking them to court for damages especially if they are in another country. A lot of potential abuse comes from trolls which all you can do is ignore them, delete their comments and get them banned from that particular site. Other folk you should reason with and if they have a strong greivance take the conversation to another medium like email or phone. You should also keep them informed of any developments in dealing with their complaint. Many smaller companies have only 1 person who deals with their online image but bigger companies have a team who each specialize in different aspects. Something suggested is a website called Klout.com where they let you search on social media on topics connected to your products or services. I may join a site called http://getglue.com which lets you review films, books and music and of course is loosely connected to the book topic. There is also a service at http://wordtracker.com that lets you find the most commonly used search terms. I did enjoy reading this book and did find the topic quite interesting.
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