Mistakes happen. Computer failures happen. We can acknowledge them the standard way with an apology (or self-retracting apologies as in “I want to apologize” or “I’m sorry but…”) or error message. Or, we can surprise others by doing something extraordinary; something that could build relationships with the person or people affected.
Mark Blevis is President of FullDuplex.ca, an integrated digital communications, public affairs and research company. His work focuses on the role of digital tools and culture on issues and reputation management. He also leads research into how Canadian opinions are shaped through online content and interactions.
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