When Bad Things Happen

It is an unfortunate fact of life that bad things happen.  Not only do they happen to people, but they happen to and at organizations, companies, schools, hospitals, parks, government buildings and the list goes on.  I was struck by the response of an East Coast college this weekend, when a technology supported test-run led to a number of students being erroneously told they had gained that most valued early admission. While the actual number of students impacted was not a huge number, for every student impacted it was a huge deal. The college has responded with an apology for the error and offered students the opportunity to talk with a real person if they so chose.
When bad things happen, it is critical to remember that for the person or persons it is happening to, it is a not an abstract occurrence, but very real. It is important not to use words like 'only, minor, or insignificant' that negate the very real hurt, harm, sadness or unhappiness that those impacted are experiencing. We should try to first put ourselves in the place of the person or persons who are going through the experience, reflect on how we would like to be treated and to the best of our ability, craft our messages accordingly.
A few years ago, my then 15 year old son and I were in an airport kinda people watching when he asked me how it felt to be part of  'just the background' in the lives of people walking by.  His question has stuck with me for the past 8 years, is quite humbling and helps to inform how I approach communications "work."  Having a profound respect for those for whom I am "just background" is important, especially when it comes to having to share why something 'bad' has happened.