Delay, Deny and Deflect: How Facebook’s Leaders Fought Through Crisis
Times story on Facebook’s problems
This New York Times story on how Facebook has dealt with its crises over the last two-ish years has been doing the rounds this week, and for good reason: it’s really good. The primary insight is referenced in the headline: “Delay, Deny and Deflect”. This broadly describes how Facebook has dealt with all incidents, and is a cyclical process; when “deflect” has finished, the “delay” kicks in again.
The sheer scope of how many crises and how many issues Facebook has sought to sweep under the rug – including recently through inexcusably hiring a “opposition-research firm to discredit activist protesters… [who also lobbied] a Jewish civil rights group to cast some criticism of the company as anti-Semitic” – is boggling, as is the notion Facebook doesn’t understand and/or can’t control the machine it has built.
This post first appeared in MasterWP, a weekly newsletter for WordPress professionals.