Customer relations in film and media: How close is too close?

Given the extremely direct, two-way communication with customers afforded to companies through e-marketing, is it conceivable that this personalized service can become an out-of-control monster, taxing the resources of a firm’s public relations department? It is indeed possible, particularly in regards to film* and television production companies, both of which receive immense public attention as it is. Granted, outside of the inner discussions of these firms (and perhaps a few highly publicized disasters), few will admit to any such failure, but a simple perusal of some existing campaigns serve as…

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