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05/07/2019
An Adept Lesson in Crisis Communications on Social Media
Firefox users experienced a very-wracking weekend
If you’re a Firefox user, this past weekend was very nerve-wracking indeed.
The popular web browser ran into an issue where its add-ons stopped working, which many Firefox fans believed was the direct result of a botched browser update. In reality, it was the opposite, something that seems surprising for a web browser company to miss: The company failed to update a security certificate.
While Mozilla, the foundation-owned corporation that distributes the browser, worked quickly to fix the issue, it was nonetheless an embarrassing situation for the firm, whose corporate ancestor Netscape actually developed the original standards for security certificates online. The problem caused by the expiration was complicated to solve, and workarounds were not exactly easy to explain to end-users.
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