The Boy Scouts file for bankruptcy, then issue two vastly different statements

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So many people have sued the Boy Scouts of America over childhood sexual abuse that the organization has filed for bankruptcy. The organization made one official statement and one heartfelt statement. While what happened is terrible, their communication about it is intriguing. Let’s start with this. Childhood sexual abuse is horrifying and awful, ruining lives. … Continued

A terse and unhelpful cancellation notice for the MWC (Mobile World Congress) in Barcelona

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The Mobile World Congress in Barcelona attracts 100,000 international attendees. The organization that runs it, GSMA, just cancelled it due to coronavirus health concerns. Their announcement isn’t at all helpful. In the face of the coronavirus pandemic and the withdrawal of some key exhibitors, the mobile operator group GSMA had to cancel the Barcelona show. … Continued

Sonos angers its customers with a tone-deaf email. Then it recovers.

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When you have a difficult decision to share, it matters a lot how you communicate it. Sonos proved this by annoying its customers with a message about obsolescing products, then turning around and making things better the next day. The original Sonos post was offensive Here’s the hard fact: technology products become obsolete. After a … Continued

Is this Crown Sterling press release from another planet?

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There are press releases. Then there are out of body experiences. Cryptography firm Crown Sterling announced a new product called Time AI. It leaves ordinary buzzwords like “seamless” and “omnichannel” in the dust, reaching instead for a heady mix of mathematics, quantum computing, mysticism, and privacy handwringing. Let’s take a look. Commentary is mine. Crown … Continued

Why is Capital One bragging about the part of its data that wasn’t stolen?

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Capital One suffered a data breach. Its explanation of how many and which customers were affected is quite confusing — and it has an odd obsession with reporting on what wasn’t stolen rather than what was. According its About page: “Capital One is . . . serving approximately 45 million customer accounts.” So how many … Continued

Lora DiCarlo sex toy vindicated — but the CES apology is an anticlimax

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Back in January, I was ecstatic to describe how Lora DiCarlo, maker of the innovative Osé sex toy, responded to the abrupt and unexplained withdrawal of its CES (Consumer Electronics Show) innovation award. Four months later, the Consumer Technology Association has reinstated the award. But did they cop to being sexist prudes? Let’s take a … Continued

Two conflicting approaches on those Boeing 737 MAX crashes

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Boeing and its airline customers are in a tough situation. Plane crashes are very rare — planes are safer than ever — but in the wake of two crashes of Boeing 737 MAX aircraft, they need to both reassure people and indicate that they’re taking steps to solve the problem. Boeing clearly has a disciplined … Continued