Patrick Welch

Scott Stratten's new book, Unmarketing, uses a number of example to illustrate what companies should be doing. 

i manage social media content for a number of companies, but I've fired clients who refuse to interact with a complaint or criticism. Ignoring the issue by deleting the comment made negatively compound things.

However, when dealing with trolls, be sure to follow this simple rule; don't feed them.

I can't speak to the employee policy question entirely, although I have advised a client or two on what not to allow their employees to do (like linking to their personal FB pages to the corporate one if there is anything remotely suspect).

Hope this helped.
</br>