When crises hit the fan
Photo by Inspirationfeed on Unsplash By Deron Snyder “As we know, there are known knowns; there are things we know that we know. We also know there are known unknowns; that is to say, we know there are some things we do not know. But there are also unknown unknowns – the ones we don’t know we don’t know.” – Donald Rumsfeld. Few individuals can express an idea as eloquently as former Secretary of Defense Rumsfeld. But his most famous quote boils down nicely as follows: Crises happen. That much is known. But the who, what, where, when, why and how are often unknown. One morning, you’re the happy leader of the world’s largest hotel operator. The next morning, you’re announcing that 500 million guests might’ve had their personal data stolen by hackers . “We deeply regret this incident,” Marriott’ President and chief executive Arne Sorenson said in a statement Friday. “We fell short of what our guests deserve and what we expect of our ourselves. We ...