An analysis of Twitter’s screwup (with comments from Melissa Agnes)
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An analysis of Twitter’s screwup (with comments from Melissa Agnes)

Twitter screwed up and wrote everybody’s passwords to a file in plaintext. Then (of course) they apologized. Can we do better with these apologies? And what’s the fallout from this incident? Here’s an analysis and a conversation with Crisis Communication expert Melissa Agnes, author of Crisis Ready. This is getting routine. And that’s the problem. At…

The clarity and candor of Bill and Melinda Gates

The clarity and candor of Bill and Melinda Gates

Bill and Melinda Gates answered ten tough questions about their charitable foundation in their tenth annual letter. Their writing is in the first person, clear, and direct, and they do a great job of admitting their mistakes. All corporate communications should be as candid and straightforward as this. Let’s look at some excerpts. The questions…