The letter was subsequently updated to say that the situation has improved and in fact the author is currently looking to get less attention (apparently it was posted to HN without their knowledge and now their work email is getting a ton of non-helpful noise from hackernews commenters). So it would probably be better to not tweet about this.

It's important to understand that Google is, as an organizational body, psychopathic in nature. (Many corporations are, but Google especially, through well-indoctrinated concepts like being solely data-driven and putting scale first, combined with a belief that Google hires the best people and hence is already doing the best possible thing.)

Google does not care. You cannot make Google care. Employees who care get fired, or burn out trying to make the company care, and inevitably quit. Google is Google, and the only thing that's going to make it change is regulation.

This is an extremely bleak perspective. Individuals care, but most are powerless to make a difference if they don't work in the area of concern. It's often a knowledge sharing game of making sure the right people hear about it which can be hard. They are intentionally shielded from direct feedback to keep them focused, but that is a double edged sword. I honestly believe the reason viral stories get resolved is because the information gets to the right people, not because of a desire to avoid bad PR. Google is a collection of largely independent tiny organizations.

Information/signal propagation (along with costs incurred by remedial activity) are the most important damn topic in our society today.

Almost every problem out there at some level is an info prop problem, and in cases where it isn't the signal getting lost, it's the remediatory activity being judged as too expensive, and thereby getting the process routed to /dev/null

It’s indicative of structural limitation and is not necessarily any reflection on the innate humanity or lack thereof of participants in Google.

Google has designed itself to be psychopathic from a human frame of reference because it is more streamlined (profitable) to be psychopathic. It is a product of its environment.