Chris Brogan has a blog post titled "Shut Up- You're Helping the Customer!"

It is an interesting case-study. Check it out. I am reposting my response to it below:

It is easy to draw simple black-and-white narratives from this case study. My sense is that the realities are a little more complex. I don't know Bob the Social Media Guy from Joe the Plumber so I will reserve judgment on his actions. What I will say is this: