Your Seven-Step Online Reputation Crisis Plan
http://www.iabc.com/cwb/archive/2008/0208/Beal.htm

Beal, Andy
Communication World Bulletin
2008

Abstract:

When you first discover an attack on your online reputation, it can be an unnerving event. If you’ve previously been oblivious to the online discussions about your brand, it can feel like a kick to the ribs to see someone wage an attack on your good name. When it happens, it’s important not to hit the panic button. If great companies such as Target and JetBlue can come under fire, then it can happen to anyone.