Where the Palace lost the plot – and what we can learn about PR and empathy from KateGate


It wasn’t easy being a moderator. The things she had to see. The decisions she had to make or refer to someone who has paid more than her, in some far-off city. She tried to treat it like a job but it wasn’t easy. The company claimed it offered its moderators, counselling. She’d never used it. What would she say to a bot? Some of the things were supposed to be funny or clever. She couldn’t see it. She looked at another instant ad the company’s AI had made. She tried to flag it. Too late. It was already live.