To Err (Worldwide On the Web) is Human; to Correct, Problematic

When they err, newspapers run corrections. (Sometimes, that is, for some errors). Book publishers insert errata sheets in textbooks and correct egregious errors in subsequent editions.

But the Web, still in its adolescence, has no agreed-upon standard for corrections. There’s controversy over whether to quietly make necessary changes or to update and indicate what’s been done, and whether to preserve original text. For content such as Web site privacy policies and usage terms/conditions, there can be REAL fireworks about how changes should be posted, integrated, and publicized.

So what’s a Webmaster to do when needing to post content and move on, while wanting Web site policies and practices to be transparent for visitors/customers? The first step is advance planning, so decisions aren’t made in the heat of a credibility crisis—or even when the first visible gaffe is discovered or reported.

It may be sufficient to answer a few questions:

What if we…
…make a typographical error?
…make a small content error?
…make a large error?
…fix a mistake within minutes of its being posted?
…present opinion as fact?
…misquote someone?
…annoy a member/sponsor/client/advertiser or public figure?

It’s been clear from the Watergate scandal—and before—that “It’s not the crime, it’s the cover up”. When correcting online articles, The New York Times describes their error and notes that it’s fixed. The clarification, in context, becomes part of the permanent newspaper of record. That’s likely a good rule for a publication or newsletter, to avoid the appearance of denial. Since errors and misstatements are often detected and noted by outsiders it’s useful to get in front of such criticism by proactively correcting what’s known to be wrong.

Blogs, usually less formal and often operating with no editing or checking between an author and the Post button, may commit innocent errors. If comments and discussion are allowed—and gracefully accepted—a supportive reader community may develop which strives for quality and avoids nit-picking and flaming. (Of course, doing at least one review of site-staff writing before it’s posted can avoid many corrections!)

There isn’t universal truth regarding Web site corrections. Your practices may be limited or guided by your content management system. Legal requirements may govern some changes (e.g., privacy policies, terms and conditions).

Some wikis—Wikipedia, for instance—note every article change made, down to the single-character level, with timestamp and modifier identities. Some blogs delete text with the strikeout tag and highlight new text, to avoid another blog quoting text that’s no longer there.

Be prepared, be consistent, be transparent—simple rules.