Originally posted on Vorpal Bunny Ranch.
Oh no! Suddenly your social media feeds and inbox are full of irate people peppering you with accusations of being insensitive, a bigot, all because you used a sexist/racist/homophobic/transphobic/etc. word, image, or phrase. What do you do?! Fret not, I will go through a list of actions you should take and avoid.
“I am sorry for <insert thing I did/said/insinuated here>.”
DO NOT: Shift
“I apologize if I hurt or offended you.”
It may come as a surprise, but people are not always collectively unintelligent. Indicating you are apologizing for offending shifts the blame on the people to whom you are offering the apology: “I would have gotten away with it if it wasn’t for those knee-jerky, want-to-be-offended kids! Ooooo!” Instead, apologize for what you did, which can help the conversation move forward.
Note, the longer this process takes, or the more steps you toss in along the way to an actual apology, the more difficult it will be for some to take the apology seriously.
DO: Understand and listen
The world is a big place. You do not know everything. You will make mistakes. When someone is angry, try and listen to the words they are saying.
DO NOT: Think you understand
Making assumptions about what people are saying, rather than actually listening, can cause problems. If you receive a variety of complaints, take a moment to look into the common underlying themes, try searching the internet for resources, and learn what it is that went wrong.
Very few of us are perfect. When I was a freshman in college, I said some pretty heinous things to a black friend of mine regarding Egypt and its ancestry. I was just parroting back what I’d learned in school, and only a year or so later did I educate myself enough to learn of the historical significance of discounting Egypt as part of a rich narrative of black accomplishments — a tactic often used to belittle African Americans as ‘obviously’ inferior, as they had no culture that was noteworthy.
I felt like a tool. My friend was incredibly patient, and when I apologized, and explained why, he was glad that I had learned from the experience and that I had taken the initiative to educate myself (largely because he realized sometimes we have to come to something ourselves, and he didn’t want to argue over this — it was not his responsibility).
DO: Show consistent actions
It’s difficult, but once you’ve made one mistake, people will look out for others. If you take what you hopefully learned and make sure to educate anyone else on your team about this, slip-ups may still happen, but you can easily and quickly rectify course on the matter in the future.
DO NOT: Apologize and go do it again and again and again
Drat! We totally just did the same thing again a month later. Oh no, now we’ve happened to do this wrong! It’s a cascade!
Just because you apologized, someone does not have to accept it. By showing consistent actions, you can help repair any harm done. The focus is not necessarily to make sure everyone likes you, it should be to do no harm. That person who won’t accept the apology may never come back, but you can make sure you do not replicate that instance.
Also, whether unfairly or not, the internet is a place that can dredge up past mistakes. If you’ve been suffering foot-in-mouth disease multiple times over a short period of time, it will be that much easier to bring up past mistakes and transgressions. Remember that bit about learning? Please go look over that again.
Again, we all make mistakes. The question is whether you genuinely apologize and see what you did as wrong, or if you dig in your heels and alienate potential customers, friends, users, or whatever your case may be. While the impetus for this is the numerous game companies I’ve seen this apply to, I believe it is much more general than that.