This is How You Apologize

The students, faculty, and staff of the University of Georgia are right to feel outraged and to expect better and — on behalf of all of us responsible for technology at UGA — I apologize.

Timothy M. Chester
Chief Information Officer at the University of Georgia

This is how you apologize for a service delivery issue. You don’t hide it, you don’t pretend it didn’t happen. You tell people what went wrong, how you are going to prevent it from happening again, and you apologize.