Lessons Learnt about Communicating with Customers

A security exploit is a common danger when you build a platform that other people and/or companies depend on. The author correctly points out that "we should not have worried about scaring our users and we should’ve probably created a state of panic".

Better said, you need to probably create a "state or urgency" for your users, customers and clients and that is much harder said than done. Anyhow, crises like this company's 3rd-party software exploit are more common nowadays than ever, so you should probably write up a good communication "action plan" before disaster strikes. That way you have something to pull out and adapt quickly to hit the ground running ... you can search Google for "Strategic Action Plan", "communication action plan pr" etc.

Several Resources for making your own plan: http://www3.niu.edu/newsplace/crisis.html

http://www.instituteforpr.org/topics/crisis-management-and-c...