How do you handle a client who insists on receiving sensitive information via unsecured email?

1 Educate Clients

When a client insists on receiving sensitive information via unsecured email, your first step is to educate them about the risks . Explain that unsecured email is susceptible to interception by unauthorized parties, which could lead to data breaches and legal consequences. Highlight the importance of using secure methods, like encrypted email services , that protect their personal and financial information. Your goal is to make them understand that their security is your priority, which helps build trust and reinforces the value you place on their privacy.

2 Offer Alternatives

After educating your client about the risks, offer secure alternatives for transmitting sensitive information. Suggest using encrypted email services, secure file transfer protocols (FTP), or client portals that require authentication for access. These methods ensure that the data is protected during transit. Explain how these alternatives work and assist your client in setting them up if necessary. By providing solutions, you demonstrate professionalism and a commitment to security.

3 Firm Stance

If your client remains adamant about using unsecured email, maintain a firm stance on your policies. Clearly communicate that your company's security protocols are designed to comply with legal standards and protect all parties involved. Let them know that you cannot send sensitive information through unsecured channels as it violates these protocols. Be polite but resolute, emphasizing the potential consequences of not adhering to security measures.

4 Document Policies

Ensure that your company's policies on secure information handling are well-documented and accessible to clients. These should outline the acceptable methods for exchanging sensitive data and the reasons behind them. Having clear, written policies helps prevent misunderstandings and demonstrates your commitment to due diligence and compliance with privacy laws. If a client disputes the need for secure communication, refer them to these documents as a professional standard.

5 Gain Consent

In situations where alternative secure methods are not feasible and the client still demands unsecured email, seek written consent from them acknowledging the risks. This consent should state that they understand the potential for data interception and agree to assume responsibility for any consequences. While not ideal, this step provides a layer of legal protection for your company should any information be compromised.

6 Continual Review

Finally, regularly review and update your security practices and client communication strategies . The digital landscape is always evolving, and so are the methods of cyberattacks. Staying informed about the latest security measures and educating your clients on these developments is an ongoing process. Encourage feedback from clients to improve secure communication methods and maintain an open dialogue about the importance of data protection .

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?