Most analysis of this problem revolves around confirmation bias, echo chambers and filter bubbles. However, we look at the issue instead through the problem of 'binary bias' - our tendency to oversimplify and create two-sided arguments when in fact, the picture is usually more nuanced.
We then look at evidence-based solutions for both brands as well as individuals such as reframing to present people with 3 or even 4 sides of the same issue, broad framing to ask a higher level, more open-ended question rather than the narrow-frame yes/no of a stereotypical two-sided question.
To learn more and open your mind with BE-inspired insights and tools to help navigate those moments of conflict, read our article here.