More on Ryanair and social media reputation comes from this post by Joanna Higgins on bnet.com.
As well as her take on the whole blogging response from the world's rudest airline, she reports on the Kaizo Advocacy Index, latest version released for Winter. They review online reputation, and measure 20 brands across 4 sectors - food, airline, software and mobile - against how they fair in social media platforms. Lots of talk here of the influence of both Twitter and Facebook (although I'm pretty sceptical about both to be honest).
There's an overview presentation below:
Useful reading before you buy a phone or travel on an airline. Or buy ERP software for millions (I wish our IS&T teams had read this....!)
This is similar to the work we do here at Rio Tinto on a monthly basis (service provided by the guys at Market Sentinel), and it's a useful weathervane on how the world is perceiving your communications efforts.