It went viral: good or bad, do we see the right, underlying message?

All-things-viral—that are not COVID. On the positive this week was the wonderful way Lego responded to the customer who’d bought a $350 kit that was defective: Lego’s charming on-brand response to fixing their own error got them you-can’t-pay-for-that PR. On the negative was the finance group that fired 900 people via a mass Zoom call. Are we really grasping the underlying messages behind when things go viral? Do we get the important message or do we just get swept up in the drama?