Terminology Index

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Customer Communication

Communicating with affected customers during an incident, informing them accurately about impact and required actions while meeting obligations and preserving trust, coordinated carefully because what is said carries legal and reputational weight.

When an incident affects customers, through a breach, outage, or fraud, they must be told what happened, how it affects them, and what to do, in a way that is honest, timely, and legally sound. Customer communication during an incident is coordinated with legal and leadership, balances transparency against premature claims, and is often shaped by notification obligations. Handled well it preserves trust; handled poorly it compounds the damage.

Introduced in: Incident Response Operations

Examples

  • Notifying customers whose data was affected and advising protective steps.
  • Coordinating customer messaging with legal before sending.
  • Warning customers who received fraudulent messages from a compromised account.

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