Mostly agree although it seems kind of common sense. One of his main points should have been promptness, however. Authentic, but also a quick response.
For a good example of a "blog crisis," poorly handled, see the poor initial response by Bed Bath and Beyond to the story that somebody was denied access to a phone to call 911 to report a child locked in a hot car.
And for an example of a "social marketing campaign" gone wrong, and a resulting blog crisis that seems to be completely ignored by corporate management, check out the story on 3M's jaguar campaign: