BUSINESS
04/19/2010 05:12 am ET Updated May 25, 2011

Kevin Smith, Southwest Scandal Shows How Social Media Is Reshaping PR: Caroline McCarthy

Caroline McCarthy writes that Kevin Smith's response to being kicked off of a Southwest flight because he was "foo fat," "may be the best example we've seen yet of how Twitter and other forms of new-media mass communication are shaping that old industry known as public relations. Nobody walks around with a Twitter follower count or blog URL painted on his or her forehead, and many extremely popular bloggers still live in relative physical anonymity, which means that the customer relations business is like a game of Minesweeper--you can never be sure what might blow up in your face."

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