The case for services to have a group monitor social media and ensure timely accurate responses. Most people are forgiving.
There's a panel suggested for the Bordering on Disaster conference that deals with social media response for emergencies. There's a flood of information with little context. Any explanations must not seem to be excuses.
https://www.cbc.ca/news/business/faster-better-corporate-apologies-needed-1.4791765
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This is about damage control, not genuine remorse. In the field of mediation of disputes, the quick apology is often called “cheap grace.”
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