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 it important to keep customers informed during an incident response?
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What types of information should be included when communicating with customers during an incident?
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How can organizations maintain customer trust during a security incident?