You may have heard the story of Dave Carroll and his broken guitar. His comedic music video, United Breaks Guitars, tells the true story of how United Airlines broke his Taylor guitar and offered no compensation. The video has become a viral hit and received more than 3.2 million views since early July. And this is just the first installment. Carroll plans on releasing two more music videos about the experience.
While Carroll’s video puts a humorous spin on a serious situation, it is a strong example of the power of citizen journalism. Online resources enable the general public to produce and publish their own news, which should make consumer-driven companies a little nervous or at least more accommodating to their customers. Gone are the days when big conglomerates can treat customers poorly and expect no public backlash.
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