Just read this piece over at PCWorld. Geez, it just seems that the parties involved are hell-bent on damaging their own brand. First, Facebook still is denying that they were trying to smear Google. Please! Gotta call BS on that. If this was about "the people", then do it openly. Facebook seems to think we're stupid. Own up, grow up and move along.
And Burson-Marsteller...the "pros". I'm shocked they accepted this project, though give them credit for owning up and giving a mea culpa. But I'm stunned that they went and deleted a negative comment from their Facebook page. At times like this, you must be hyper vigilant and extremely sensitive.
Both Facebook and Burson need to grasp they've damaged trust. Angry denouncements only expand that divide. Every decision in the near-term needs to be focused on rebuilding trust. I don't know if they'll find themselves with lost profits or such, but the potential exists. Trust is the currency of the modern economy. Especially in social media (Facebook) and PR (Burson).