This document discusses how social networking sites can be used positively by consumers to address problems with companies. It provides examples of individuals who used Twitter, YouTube, and Digg to publicize issues with United Airlines, Best Buy, and other companies. This exposure led the companies to offer resolutions like apologies, free flights, and gift cards. The document suggests that by sharing complaints or positive comments on a company's Facebook page, consumers can help businesses improve customer service and make better decisions.