Valeria Maltoni's blog post "The Money for PR is in Immediacy" is an excellent explanation of how to shift from defensive public relations to proactive community engagement.
Maltoni points to examples of real-world successes gained by actively responding to a situation, as opposed to riding out the storm.
Check it out: http://www.conversationagent.com/2011/03/the-money-for-pr-is-in-immediacy.html
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