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