Communication Has an Instruction Manual. Are we Using it?

New email subscribers receive articles first thing, with additional resources. A recent social media snafu that made the Italian news involves communication between a government organization and citizens. Thousands of people poured into a Facebook page created to answer questions about social security benefits, generating a chaos that put a strain on the social media managers who run the community. The social media manager for “Inps for the family,” whose page was flooded with comments, requests, accusations and in many cases insults succumbed to the temptation to blast#, that is to “expose the stupidity of the other to the public.”…


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