Sony has been in slow motion the past two weeks, stumbling on how to tell the story of a recent catastrophic intrusion into its on-line gaming network. Indecision doesn’t win in action games, and it’s been devastating to Sony’s reputation. The company has produced a textbook case study on how not to respond to a crisis. Sony first learned its gaming networks had been hacked on April 19. But instead of making a straightforward, honest announcement, it waited a day and then issued the non-statement, “We’re aware certain functions of PlayStation are down. We will report back here as soon as we can with more information.” It’s a tale that demonstrates how important straightforward storytelling is in a crisis. Here’s my story in the Huffington Post.

http://www.huffingtonpost.com/jonathan-littman/sonys-slowmo-story_b_856958.html