THOUGHT FOR THE DAY

Apologize

"Never apologize for showing feeling. When you do so, you apologize for the truth." - Benjamin Disraeli

TOPIC OF THE DAY

Smart Apologies should be Strategic

Last month when Netflix CEO Reed Hastings hit "send" on his now infamous "I messed up" blog post and summarily announced the formation of the "Qwikster" business to run Netflix's DVD network, a new chapter in botched crisis communications was written.

After more than 27,000 comments, significant customer backlash, and a startling drop in the company's stock price, we can finally step back and discern several lessons from Hastings' communications faux pas.

Chief among them is how business leaders can use strategic communications techniques to stop adding fuel to the digital-age fires. Throwing half-hearted apologies at an issue will just exacerbate a festering problem — and people will view it as an obvious and empty attempt to quiet the masses.

Read on...

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