• by Laurie Sullivan , Staff Writer @lauriesullivan, September 22, 2009

When you think about the IT infrastructure around AdSense and AdWords there's a lot that can be done about sentiment analysis. Twitter and Facebook are trying to plug into that system, but I don't think there's a substitute for humans. At the end of the day brands have to get use to is people say bad things about you. Something says something bad about you on TV is one thing, but when someone says something bad about you on Twitter it's different. On Twitter the brand says "I'm sorry. I'll fix it." That doesn't happen on TV.