Communication is critical for crisis management
The heat is still on following the massive data breach at Sony, but the company has pulled things together, and last week somewhere in the area of 100 million users were officially notified via mail that their data had been compromised. With a weak start to crisis management for the situation, largely due to poor communication, a move of this size is a good sign. The campaign will definitely help Sony, but it could have been better, as this quote from SmartMoney’s Pay Dirt blog explains:
Jonathan Bernstein, president of Bernstein Crisis Management, was put off by the technical and sometimes confusing “corporate-speak” in Sony’s letter. “The theft itself undermines Sony’s perceived competency,” he says, “but I think they did a good job, overall, of factually communicating how they were getting back on top of the situation.”
The task now will be for Sony to convince customers, both current and potential future, that its system is more secure than ever before. Of course, maintaining good will while that system is created is crucial, so constant communication will be key in the meantime.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/