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Zuckerberg breaks his silence

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The crisis PR handbook, says Scott Galloway, has three essential steps: The person in charge responds
 
March 21 · Issue #102 · View online
The Interface
The crisis PR handbook, says Scott Galloway, has three essential steps: The person in charge responds, takes full responsibility for whatever went wrong, and overcorrects for the problem. 
The canonical example is Tylenol in 1982. Seven people died after ingesting corrupted capsules laced with cyanide, threatening to tarnish the brand forever. James Burke, then CEO of Tylenol manufacturer Johnson & Johnson, spent $100 million to recall all 31 million bottles of the painkiller then on the shelf. It created a tamperproof bottle and returned Tylenol to the shelves two months later. Within a year, Tylenol had recaptured nearly all of its market share.
Facebook’s response to the Cambridge Analytica scandal has been less decisive. The person in charge, Mark Zuckerberg, waited five days to respond. When he did post his much-anticipated note on Facebook he took responsibility but did not, as commentators were quick to note, apologize. And while the company laid out a plan to “crack down on platform abuse,” instituting new restrictions on developers’ ongoing access to user data, it felt like less of an overcorrection and more like an overdue set of tweaks.
At the very least, today’s moves will bring to an end the drumbeat of “Where’s Mark?” stories, which had grown deafening. The moves to tighten up developer access to user data are welcome. In the short term, they may stop the bleeding. 
But as my colleague Russell Brandom pointed out today, Facebook sits in the center of three related but distinct crises. There’s the data privacy scandal, crystalized by the Cambridge Analytica revelations. There’s the information integrity crisis, playing out daily in the News Feed. And there’s the broader cultural reckoning over how we spend our time on social media and whether its long-term effects are ultimately harmful, both personally and societally.
As a Digiday piece noted today, Facebook now sits in what crisis public-relations experts call a “convergence”: “a list of seemingly unrelated problems and multiple negative storylines that all get tied together.” And as I wrote yesterday, Facebook has lost control of the narrative because it can no longer convincingly say it has control of the platform. 
In January, Zuckerberg wrote that fixing Facebook’s platform would be his personal challenge for the year. But as he wades into this latest crisis, five days after it began, it’s not clear his company is bringing all its resources to bear. And as #deletefacebook begins to trend around the world, the challenge of fixing the platform feels greater than ever.
[Zuckerberg is set to speak with CNN tonight. We’ll have a full account of that in tomorrow’s edition.]

Democracy
Facebook Board Voices Support For Zuckerberg And Sandberg In Cambridge Analytica Crisis
What Mark Zuckerberg's note didn't say
Paul Ford: Facebook Is Why We Need a Digital Protection Agency
Academic who collected 50 million Facebook profiles: ‘We thought we were doing something normal’
Cambridge Analytica Says It Won The Election For Trump. Here’s What It's Actually Talking About.
Cambridge Analytica: A timeline of events
WhatsApp co-founder Jan Koum uses Facebook to share pro-Trump stories
Twitter’s chief information security officer is leaving the company
YouTubers like asapSCIENCE, Smarter Every Day may help teach kids about fake news
YouTube expands restrictions on videos featuring firearms and firearm accessories
Elsewhere
'Facebook has totally screwed up': How Facebook bungled its response to the Cambridge Analytica crisis
A Facebook User Just Sued Over The Cambridge Analytica Scandal
Missing From Facebook’s Crisis: Mark Zuckerberg
The massive Facebook data breach, as skewered by cartoons
You want to quit Facebook, but will you really click the button? These folks tried.
Welcome to Zucktown. Where Everything Is Just Zucky.
YouTube Will ‘Frustrate’ Some Users With Ads So They Pay for Music
Twitter CEO: Bitcoin will be the world’s ‘single currency’ in 10 years
Amnesty International says Twitter’s toxic culture is failing women
Launches
Facebook launches 'joinable links' and 'admin approval' tool for Messenger group chats
Snapchat introduces a morbidly cute new Cuphead lens
You can now link to hashtags and other users in your Instagram bio
Takes
The case against Facebook
Why I’m Leaving Facebook–And Maybe You Should, Too
What Can Facebook Do Now?
Trump Hacked the Media Right Before Our Eyes - The New York Times
And finally ...
A Message From the CEO [DO NOT PUBLISH]
What do you know that I don't?
DM me for my Signal, or casey@theverge.com.
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