Sam Curry · The Cybersecurity CEO Podcast · Stop Asking If You're Safe: Sam Curry On Why Boards Keep Asking The Wrong Question
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When communicating a data breach or incident to customers, limit the information to only answer the question and avoid adding extra unnecessary words.
“One of the most important ways we can communicate is something called the adult to adult. And when communicating, one of the things that the adult does is it asks a lot of questions, right? Because it seeks information. And the other thing it does is it uses questions to transfer information.”
“Avoid unnecessary paperwork. There's actually nothing in this update that requires you to create a whole new document or a whole new set of documents. It's all things that can be added into what you should already have for your 2015 system.”
“Start a customer question list. Every question a customer asked you for a week, written down in their words.”
“Grab a notepad or a note on your phone, and for one week, write down every question a customer asks you, word for word if you can.”
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