It’s worth recalling, of course, that it wasn’t the makers of Tylenol who put cyanide in the pills that killed seven innocent people; nevertheless, the company felt a responsibility to come up with a solution to the problem. While Facebook’s engineers may not be posting fake news, the dirt is still on their hands. “The damage done to organizations in crises isn’t the crisis itself— it’s how you handle the crisis,” Scott Galloway, author of the new book The Four: The Hidden D.N.A. of Amazon, Apple, Facebook, and Google, told me this week on the latest episode of the Inside the Hive podcast. “There’s only one thing you have to remember: you have to overcorrect. You have to clear every shelf of all Tylenol nationwide. You can’t say this is an isolated incident and it won’t happen again,.”
The problem with Facebook is that it fundamentally believes that it is above the law — above the normal rules of business. That because it is different than what has come before, what has come before does not apply. That’s dangerous thinking.