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People that they stayed in balmoral. but this is a family that's trying to come to terms with the loss of the mother of these two boys. >> princess diana doted on her sons. she was incredibly close to william and harry. for them the loss of her must have been unimaginable. >> we had seen diana as in one sense the mother who hugged, who loved, who smiled at her boys. diana has changed the boys from what royals really have been before. >> when you saw other royals with their children it was always very guarded and very formal. but to see her, you know, scoop them up and hug them and kiss them an...

>> it really was unprecedented for the queen to bow to public pressure and address us live from buckingham palace. >> what i say to you now as your queen and as a grandmother, i say from my heart. first, i want to pay tribute to diana myself. she was an exceptional and gifted human being. in good times and bad she never lost her capacity to smile and laugh, nor to inspire others with her warmth and kindness. i admired and respected her for her energy and commitment to others, and especially for her devotion to her two boys. this week at balmoral we have all been trying to help william and harr...

So telling, this is what people really think about us, we're going to have to do things differently. even william and harry i believe joined in with that applause. the queen certainly did not. i imagine at that stage she was sitting in quite a state of shock. one by one the unwritten rules surrounding the royal family are falling away. royal protocol is out of the window. and the diana effect only grows stronger from here. (customer) save yourself?! money with farmers. (burke) that's not wrong. when you bundle your home and auto policies with farmers, you save yourself up to twenty percent. (c...

Just a few yards away. >> the queen and prince charles got up and talked together, discussed whether they should tell the boys, and i think quite rightly charles decided that what was the point of waking up the boys right now, we don't know the truth of it, we'll wait till the morning. he chose i believe to talk to william first, his eldest, which is understandable. and together they then went and told prince harry, who was just 12. i think charles's decisions that night came from the heart, actually. he felt absolutely that his ex-wife was still the mother of the future king and was still the...

On a knife edge. >> 2 1/2 billion people tuned in. >> william is thinking why are they crying but i can't? >> it's just such a reminder of what has been lost here. >> diana, whose bud beauty both internal and external will never be extinguished from our minds. i stand before you today, the representative of a family in grief, in a country in mourning, before a world in shock. >> diana's death really did bring the royal family to its