Computerworld is featuring an article by Larry Ponemon on the results of research he has conducted on how consumers react to the news that their data has been unintentionally disclosed. The article presents recommendations for companies that are dealing with the aftermatch of a disclosure. In a nutshell:
Timeliness is important. Notify the victims as quickly as possible. Talk to your customers, employees and contractors. Document the issue. Don’t sugarcoat the message. Provide support. Show me the money. Consumers expect to receive financial compensation. Personalization creates trust. Adjust the message to fit the severity of the breach.
The article contains much more detail and advice.
