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Social media distorts our perception of how irritated people really are. Here's what to look out for. I’m not immune to the attraction of internet drama. The opposite, in fact. Just like everyone else, I want to figure out who did what, who is right… how angry I should be, and on whose behalf. But because of my work in crisis management strategy, my interest runs a little deeper than most. (At least, I’m choosing to see it that way instead of, perhaps, acknowledging it as an

It's not enough to know why a communication approach will (or won’t) have the desired effect on public perception. Some clients will take “this is what will get you your desired outcome, and this is why,” and go with it; others will get ‘stuck’ on messaging that they think will help them come across better, but will be disastrous for public perception. In those cases, we need to get more into the psychology of why we react the way we do and why others perceive our reaction in