Managing your reputation involves using tools and language to improve and/or control how the public views you, your company and those who work for your company.
Complaints are a fact of life for any business. The cold fact is that while the experience you provide or how your product performs may satisfy 99 people out of 100, there is still that one person out of a hundred that will express negative sentiments and pose the potential of becoming a reputation management problem.
One of the biggest changes brought forth by the internet is the leveling of the field between major media outlets and individuals on the web. With the internet empowering anyone with a computer and an internet connection to publish online, the sources for content on the web are now virtually limitless.