Damn. If you're wondering why your organization should begin monitoring social media, consider that Amazon.com won 1.2% of all messages on Twitter this Sunday with the hashtag #amazonfail. Hashtags are little terms users put on a tweet so that others can find all messages related to a topic, and the fact that 1% of all Twitter users felt compelled to label their opinion of Amazon as a failure means the company had to take action.
The firestorm erupted after Amazon removed 57,000 gay- or health-themed titles from its main search function, including such risky content pieces as "Ellen DeGeneres: A Biography." Amazon apologized, first calling it a glitch, and then a "ham-fisted cataloging error." Point is, people are talking about your brand, too. B.L. Ochman has a good spin at Ad Age.
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