The document discusses social media crisis management and provides advice for companies. It notes that social media allows negative messages to spread quickly and potentially hurt companies. It recommends that companies regularly scan social media for negative comments, assess their impact and potential to spread, and monitor further spread. The document also advises companies to acknowledge any crises by addressing issues on their own website and social media, engage with stakeholders to understand problems and resolve issues, listen to stakeholders rather than try to dominate conversations, and be transparent about their identity online.