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Recent PR stumbles by United Airlines and Uber illustrate the challenges for businesses in an age when citizen activism is amplified by social media. Incidents that not so long ago would have been relatively isolated are inflaming public sentiment at a breathtaking pace, catching companies wrong-footed and significantly raising the stakes of such missteps.
Videos showing security forcibly removing a United passenger from a flight on April 9 went viral before the plane had even taken off. It sparked a furor that caused United’s stock to drop and its CEO to apologize several times and
