Angry Bloggers Attack: How Do You Respond?
http://www.iabc.com/cwb/archive/2006/0706/pointofview.htm

Miller, Roy G.
Communication World Bulletin
2006

Abstract:

When bloggers attack, we, as trained communication experts, must be ready to respond, and must recognize bloggers as a new wave of reporters. Many are key influencers who can rally a community against you. Working with bloggers and responding quickly builds rapport and relationship. And gets you the bigger story—maybe even a more balanced story.