The primary purpose of communication with customers during an incident response is to inform them about the situation without causing unnecessary panic or confusion. This involves providing clear, accurate, and actionable information. It is essential to maintain transparency and trust with customers, while also ensuring that the communication does not compromise any legal or investigative processes. Generic updates would be too vague to be actionable, over-technical explanations may confuse the customer, and providing only assurance without information can erode trust.
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Why is transparency important when communicating with customers during an incident?
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What type of actionable information should be provided to customers during an incident?
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What risks arise when communication with customers during an incident is poorly handled?