Chapter 6: Forgiveness

This week while reading “Designing for Emotion”, the chapter titled “Forgiveness” particularly stood out to me. Why? Possibly because I felt as if I should be asking some of my professors for forgiveness for not doing so well on my finals due to procrastination and lack of sleep these past few weeks.

But in all seriousness, something that stood out to me was when he was talking about how Flickr dealt so efficiently with a power outage they experienced. I believe that it is so very important to first off have honest and immediate communication with your users/customers when a problem arises. I am very interested in crisis communication and know just how important it is to make sure your customers come out with an overall positive attitude after it’s all said and done.

Something that I sort of disagreed with was when he said, “we often minimize the bad and amplify the good”. For me, this is not always the case. I oftentimes tend to remember the negative things much more clearly than I do the good. I know this isn’t something we as PR people want to hear, or should even think. But I do believe we need to be honest with ourselves and still try and do all that we can to win back the support of our audience after a crisis has occurred.