Rogers crippled a huge chunk of Canada on Friday. How’s their apology?

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Rogers Communications is the dominant internet provider in Toronto and the rest of Ontario. When it failed on Friday, it crashed a quarter of Canada’s internet connections, disrupting everything from mobile service to work-at-home to financial transactions and emergency 9-1-1 service for parts of three days. Now that service appears to be back, Rogers has … Continued

After hackers wipe Western Digital hard drives, WD hides from the problem

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Western Digital customers who had configured the company’s external hard drives to be remotely accessible are waking up to find all their data erased. WD has downplayed the problem, hiding its response in a support update. Should WD be addressing the problem more visibly, or is this a case of “buyer beware?” According to Krebs … Continued

A weak and passive apology from Andrew Cuomo

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New York Governor Andrew Cuomo is now the subject of multiple allegations of sexual harassment, including both suggestive speech and unwanted kissing. I’m not here to litigate Cuomo’s conduct. He’s agreed to have his attorney general investigate his conduct. As I have before for others, I’ll analyze his apology statement for its effectiveness in communication. … Continued

Does Jerry Falwell Jr. fail well?

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Jerry Falwell Jr., the president of the religiously conservative Liberty University, has a serious problem. He’s been involved in a tawdry relationship, both business and personal, with a guy named Giancarlo Granda who was having sex with his wife Becki. He released a statement. I take it apart and suggest a more honest approach. Some … Continued

Representative Ted Yoho delivers a pathetically poor apology

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US Representative Ted Yoho had a heated verbal altercation with Representative Alexandria Ocasio-Cortez (AOC) on the steps of the capital. According The Hill, he referred to her as a “fucking bitch.” Later, he apologized on the House floor. It was one of the worst apologies ever. AOC had made some controversial statements about why poor … Continued

Despair, Inc. issues a funny apology

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Despair, Inc. makes posters and tchotchkes that satirize motivational sayings (you know, like “Tradition: Just Because You’ve Always Done It That Way Doesn’t Mean It’s Not Incredibly Stupid.”). And like any other business, they screw up. Unlike other businesses, their apology is self-deprecating and funny. Here’s the email a friend of mine got from Despair … Continued

Felicity Huffman shows how to apologize properly

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The actress Felicity Huffman just pleaded guilty to bribing college authorities to get her daughter into college Oliva Jade into USC. Then she apologized briefly and effectively. A true apology admits guilt and addresses the harm the apologizer caused to specific people. It isn’t “I’m sorry you were hurt,” it is “I’m sorry I hurt … Continued