We’ve seem some corking examples of social media fails recently with McDonald’s and LA Fitnesss so a timely infographic here looking at why and how companies respond to negative social media.

The funny thing is that so many companies are still not effectively using it and only a small per centage use Twitter as a customer service channel when more than a third of consumers now use it to air their feelings about a company. It is almost a knee jerk reaction for many to vent on Twitter and as we have seen that can spiral quickly.

This inforgraphic walks through the different ways businesses can respond (click to enlarge).