A great post from John Battelle about how a company needs to act when something goes wrong:
...the first instinct is to protect. But the right thing to do is be transparent...
Battelle's been trying to get info from Google on AdSense:
Transparency, guys. Upfront, and on the backend. It works, really, I swear. And admitting mistakes. Two things that are hard to do, but pay huge dividends... But it's easier if you are in conversation with those that put you there.
Battelle, for readers who haven't read him, is a search guru, *the* search guru. He's a stakeholder and an influential one. Piss him off and you're the one that suffers.