The importance of online complaints in terms of the role of corporate communication process

Nowadays, developments in communication technology, have transformed the perspective of organizations and consumers as a return to globalization and competitive environment. Due to Two-way communication feature of Web 2.0 technology, consumers, can also affect each other and be affected from each other's by sharing their experiences.on social networks. Complaint experiences, has an significant place among the shared experience. Especially, social networks like Facebook, Twitter and complaint sites are the most preferred ones among the online platforms.Complaint experiences which are shared through social networks can lead to loss of both existing and potencial customers and market share. Therefore, unlike traditional cooperate communications methods, online complaints management, should be conducted in dialogical way and focused on consumer. In this study, it is analyzed that how to apply online complaint management by GSM sector which is based on information and communication technology and the consumer perspectives on channel of online complaints. Key Words: Cooperate Communication, Online Complaints, Social Media, Web 2.0 Technology, Two-way Communication