I think the reality is much simpler. There's nobody in Google writing public apologies in parallel to implementing features. Through the magic of free market economy, they can just outsource it. Some court frowns at what they're doing? A quick call to a reputation management company (which they probably have on a retainer, or at least on speed dial), and they get all the press releases and training they need to manage the crisis. Why do it in house, if you can have experts do it for you?