Help, my Facebook account’s been hacked — can you help me unhack it?

Barbara Chaiken’s Facebook account is hacked, and the bad guys are asking all her friends for money. Is there any way to stop this?
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Have companies stopped listening to us online?

If you haven’t seen the stories about the “miracle” of social media — particularly Twitter — and how real-time social media platforms can lead to superior customer service, you won’t have to look far. Or wait long.
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Want better airline service? Power up your smartphone

Ricardo Miguel Silva Saraiva/Shutterstock
Liz Owen needed help, and she needed it fast.

She had rescheduled a flight from Washington to Los Angeles on Virgin America to avoid superstorm Sandy, which was about to slam into the East Coast. But she’d forgotten to order a wheelchair.

Owen, who works for a nonprofit organization in Washington, had recently broken her foot, which was in a cast. “I had been on the phone on hold with Virgin America for well over an hour,” she remembers. Halfway to the airport, she decided to send Virgin America a tweet — a message on the microblogging service Twitter.
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