“It’s not our fault” often seems to be the stock response of companies and government organisations when things go terribly wrong or spin horribly out of control. Instead, they explain that it’s beyond their control, an unforeseeable outcome, or the work of the previous guys in charge.
Trouble is, all too often, the public doesn’t buy it. It just doesn’t wash. And companies do too little to manage expectations or demonstrate to people that they are trying to cope. Their...