Be it a natural disaster, lawsuit, or plane crash, a crisis communications plan is something that companies know they must prepare for in advance of an event. But a social media crisis has yet to be added to many companies' contingency plans, and that's a huge mistake. These crises spread quickly, moving from a single outcry on a blog to Twitter to an AP story all within a single day, which was the case with Amazon.com during the Easter weekend.
After ...