Is this a positive change? That’s open to interpretation. Gone are the days when an organization could sweep issues under the rug and mistreat customers and have it go unnoticed. If a child finds a bone in a chicken nugget, it becomes a crisis that must be addressed. The democratic state of social media creates accountability and often demands that companies make amends, and for justice to be served. And for now at least, it makes us all a little safer.
Whether it be constructive, derogatory, or downright obnoxious there is no denying the modern consumer their right to free speech. Social media is a virtual environment that harbors all of these sentiments and allows products and organizations the opportunity to respond and adjust to their critics and supporters. No one is safe from scrutiny here, not even the most powerful figures and companies on the planet.