"Don't make excuses or try to cover up something that someone at the company did wrong. Apologize. Help victims, all of them. Go out with a statement quickly before the story takes on a life of its own. Take responsibility. Accept accountability. Give the world a plan for how you plan to prevent a similar disaster from occurring in the future. Communicate with authenticity, clarity and openness with everyone in your ecosystem. Convey a vision for what the world looks like when you've solved this problem. Be truthful.”
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