For this discussion, imagine you are the customer relationship manager for a popular fast food chain. Suddenly you realize that an online discussion has started where a person has complained about poor service in one of your locations. Somehow this has been picked up by several others who have shared similar experiences. One of them, a young guy, has created a 20-second YouTube video where he is singing a song he made up on his own making fun of your business. The video is inaccurate, but funny, and it is spreading fast. There is a danger that it could go viral. What tools should your company use to monitor situations like that? How would you respond to such an event? Provide concrete reasons for your assessments as well as references whenever you use external information