Randy Pausch, The Last Lecture: A good apology has three parts: 1. “I’m sorry”; 2. “It was my fault” and 3. “How do I make it right”. The last part tells about

Randy Pausch, The Last Lecture: A good apology has three parts: 1. “I’m sorry”; 2. “It was my fault” and 3. “How do I make it right”. The last part tells about your sincerity. http://teamrich.wordpress.com/2007/10/20/pausch-last-lecture/ http://teamrich.wordpress.com/2007/10/20/pausch-last-lecture... Apple has to hit all of that, with #3 being; "Here is how we are going to make this right." You can argue all you want about the technical aspects of this, but a few days ago, my local news led with a three-minute report about Consumer Reports and the iPhone. This is a Richter-scale sized PR disaster.