If you break up the presentation into sections: - Hook with related humor (great song by Jonathan!!) - Acknowledge the issue at hand briefly - Show the positive

If you break up the presentation into sections: - Hook with related humor (great song by Jonathan!!) - Acknowledge the issue at hand briefly - Show the positive side first, back up with hard data, show the bigger picture - Trivialize the negative side, back up with hard data - Ensure that people know that you take even trivial problems too seriously and act for your users - Still uplevel the game and offer generous solutions to what you deemed were trivial problems - Sandwich the problem with good news at the end again and promise a brighter future There is a good wisdom in there about the way to handle big corporate crisis. Clearly Steve had not left half of his family back in Hawaii for a trivial issue !! Thanks Shawn & Jonathan for reminding us of this great lesson in history!