Does being CEO and founder of the Internet’s overvalued social fad of the moment mean never having to say you’re sorry? Looks like CEO Evan Spiegel of Snapchat, the self-deleting photo-messaging app, thinks so.
Hackers celebrated New Year’s Day by publishing the user names and private phone numbers associated with 4.6 million Snapchat profiles. The breach occurred after the start-up, whose very appeal derives from its promise of privacy, seemingly ignored an outside security firm’s warning about a security hole. Citing Snapchat’s months-long lack of action, the firm made the warning public on Christmas Eve.
It’s not the first time Snapchat and its founder have been called out for hubris, but this one could really cost. In the days after the breach, security experts lined up to predict class-action lawsuits and regulatory investigations. As for Spiegel, he declined to offer any kind of apology or mea culpa, telling an interviewer that in a fast-moving business like his, “If you spend your time looking backwards, you’re just going to kill yourself.” An attitude like that could make Snapchat as short-lived as the photos its users share.
THE PR VERDICT: “F” (Full Fiasco) to Evan Spiegel, for a tone-deaf response to a crisis that only a company lawyer could love.
THE PR TAKEAWAY: Own your mistakes. A 22-year-old CEO of a $2 billion company, for all his genius and entrepreneurial skill, probably doesn’t possess the maturity to get beyond the “It’s not my fault” mentality. But Spiegel’s non-apology almost certainly came on advice from nervous lawyers that he avoid admitting culpability. It showcases the dynamic tension that typically exists between corporate legal and PR teams, whose overlapping missions occasionally chafe. We’ll see if Snapchat remains as blasé when users fight back.