Chapter 1

Be a Force for Good

One day at Twitter headquarters in San Francisco, I was doing a media training, learning to better convey my message and respond to common questions when speaking publicly. While employees around me had difficult and sensitive questions thrown their way about potential acquisitions and hiring statistics, I had it easy. “Tell me more ways that Twitter has helped people change the world,” people typically ask me eagerly. Or, with interest, “What's your favorite story of using Twitter to help in a crisis?”

The trainer asked me what I wanted to work on. No one ever asks me hard questions, I told the trainer. And so he did.

“You say one of Twitter's operating principles is Be a Force for Good. But what on earth does ...

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