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I dunno, man. They commented on the original post, wrote a blog post, had a web conference, and wrote an open letter. All of them had a strong tone of "mea cu
by webwright 18y ago
I dunno, man. They commented on the original post, wrote a blog post, had a web conference, and wrote an open letter.
All of them had a strong tone of "mea culpa"/regret even if some of them didn't use the word sorry.
- tptacek 18y agoTony, this isn't rocket science. You've been PR trained. This is one of the basic rules of crisis management: the first thing you do is, KILL THE STORY. They need to defuse this. But every time they provide a justification or make a comment on JF's behavior, they're keeping the story alive. I have a little bit of crisis management experience. What works is telling people you screwed up. That leaves no room to argue about whether you screwed up. What doesn't work is trying to get your side of the story out first. That leaves a whole lot of room to argue about stuff. I am mystified as to why GetSatisfaction wants this controversy to rocket to the top of Google's search results. Why aren't they just killing this stupid story?
- webwright 18y agoHeh. Yaw, I woulda stopped at one mea culpa in their shoes-- instead, they did 5 or so (2 blog posts, 3 comments, and a live webcast). I think they are probably just so eager to eat their own dogfood (open, transparent conversation) that they just can't stop. The PR reaction is a different (and really interesting) conversation. Someone oughta write a blog post about it... ;-)