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7 MIN · Module

Getting it wrong in public: correcting at speed and scale

How to correct a false or misleading post after it has spread: when to delete, how to reach the people who saw it, apologising plainly, and rebuilding trust.

Correcting where the damage travelled

When you discover that a post of yours is wrong, the instinct is to delete it. The post vanishes, the discomfort eases, and it feels as if the problem has gone with it. It hasn't. A post with 200,000 views has already done its work: people have believed it, repeated it, screenshotted it, quoted or stitched it. Deleting removes your…

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