Reconstruir a confian?a após uma viola??o de dados exige uma abordagem transparente e proativa. Primeiro, comunique-se de maneira clara e imediata com os clientes afetados, explicando o que ocorreu, o impacto da viola??o e as medidas que est?o sendo tomadas para resolver o problema. Assuma a responsabilidade pelo ocorrido, sem culpar terceiros. Ofere?a solu??es concretas, como servi?os de monitoramento de crédito ou maior seguran?a de dados, para minimizar danos futuros. Mantenha um canal de comunica??o aberto para esclarecer dúvidas e preocupa??es. Demonstrar um compromisso genuíno com a seguran?a dos dados será essencial para restaurar a confian?a.

This is a situation all communicators must prepare for, especially in this digital age. Let's focus on the first step - acknowledging and owning the leak. Quickly mobilise to inform clients of the data leak, and include assurance that the organisation is doing everything to contain and rectify the matter. Use language that aims to empathise, assure, and take action. When communicating with affected clients, be as clear and open as possible, giving an account of what happened. Please also include what action is underway to manage the situation and protect clients. Often times, including the CEO as spokesperson will help with reassurance.

This is like any other crisis that you might run to. Make sure you know if it is “home-made” or not. Crises protocols might differ.

A data leak is like setting off the fire alarm at a 5-star dinner; you can’t ignore it! In covid times, I had a client who went into full-on meltdown mode after a similar crisis. But we turned things around by doing something radical: we invited clients to help us improve! We said, ‘We’re working on this, and we need your input.’ Not only did this make them feel valued, but it also showed we weren’t just covering up the mess—we were fixing it. And guess what? That crisis turned into a long-term win because the trust became even stronger. I shared this experience at a recent workshop & many people could connect with this idea! Lesson learned: Involve clients in the solution and watch them become your biggest supporters!