This is really well played by Mozilla. We are witnessing a prime example of crisis-communication. The basic rules are:
- Communicate early (even if you don't have all the facts yet)
- Communicate honestly (even if you're to blame)
- Promise follow-up (as needed)
Performing their crisis-communication this well will probably improve public perception of Mozilla. It will certainly raise the bar for other companies.
I actually found it very hard, until I found this: http://graphics8.nytimes.com/packages/flash/magazine/20100616-watson-trivia-game/data.xml
"The Avis WIZARD decides if you get to drive a car. Your head won't touch the pillow of a Sheraton unless their computer says it's okay." -- Arthur Miller