Mistakes?  Really?  You really want me to have a section of my 2011 plan that explains we’re going to make mistakes???

Yup.

Feel free to copy and paste the following into your plan. Or not and then say why you think it would be a mistake to do that in the comments.

Mistakes:

We’re going to make them. When we do, we’ll apologize, do everything reasonable to make it right, and then improve our procedures to make sure they don’t happen again. It’s important to recognize that even if we haven’t done something wrong, some people will think that we did.   Social media is too new and evolving too fast to eliminate that risk.  The unavoidable time lag between the “right now” demands of online communities and our ability to update our procedures will likely mean we’ll take some hits.  However, we recognize the potential damage of those hits is much smaller  than what we’ll incur by not engaging at all.