By the time they are 20, any social media aware teenager will have practiced one of the most important aspects of Public Relations thousands of times.

This morning's 7.5-magnitude earthquake and the strong aftershocks that followed were a good reminder about how important communication is in a crisis.

For years, your company Facebook page has been running smoothly – and then all of a sudden a stream of hateful posts are made by an anonymous troll. What do you do?