GW's Behavior Already Backfiring

[Slacker]

let's face it: a PR department's job isn't to discuss things with the public. It's to try to project a particular image for the company

Public image of a company, and in a situation such as GW's where they have a reputation of being the big bag meanie that doesn't care about it's fans and is solely motivated by the almighty dollar, one would think they could be more pro-active in protecting the image of the company than being silent until forced into responding to allegations (if they even bother to do that)

For the company, it means being willing to open up to discussion with the fanbase more. For the fans, it means putting down the torches and pitchforks, laying off the vitriol, and learning to act like reasonable people when such an opportunity arises.

Pretty much what I was getting at, though you state it much better as I had neglected to mention that the communicantion needed to be a 2-way street.