H.L. Mencken said that for every complex problem there’s an answer that is clear, simple and wrong. It’s tempting to link the problems of Rogers, Air Canada, and our hospital emergency units to this epigram. Just ask anyone who’s actually had to find “more staff” or to “fix tech” how hard it can be. But what is glaringly clear in these failures is how badly they’ve been communicated and how easily all of us could have been told the bad news sooner and better. In the same way that “it’s not the crime, but the coverup,” it’s also not the crisis, but the follow-up that dooms you in the court of public opinion. Meanwhile, a site to check that your network/flight/ER or credit card company really is down.
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