You can open your brand up to the conversation that's taking place on social networks, but you can't control what people say.
This is hardly news, but it was brought home to me recently while I was browsing my credit union's Facebook page.
I scrolled past updates about the CU's community involvement, special offers on CDs and an iPad giveaway. I noticed a comment from a member who said the credit union helped him save-too bad he called it a bank. Nonetheless, the overall impression was positive. Happy campers.
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