A small change that resulted in a massive improvement in communications
We wrote about Home Depot’s initial crisis management for its recent data breach and how it was lacking in compassion, and it looks like the company’s learned something from the experience.
Following the announcement that the company had also lost customer’s email addresses in the breach, several readers reported receiving this email:
This message has crisis management written all over it, and that’s a good thing! The compassionate tone and wording will help to make Home Depot’s stakeholders more receptive, which means its communications will be that much more effective.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com