Just 24 hours ago, Pops over at SEOrefugee complained about Charter Communications. He simultaneously blogged about it (tooned about it?) over on his TOONrefugee site. Now, just a day later, Pops' complaint has been resolved because the director of the customer experience for Charter Communications monitored Charter's reputation and then managed it by solving a customer complaint.
THAT my fellow SEOs is a great example of monitoring and managing reputation!