Cast by joanwestenberg.eth
Show the cast this replies toDistributed security is brutally hard. Customers will forgive a permissions bug or a sophisticated attacker. What permanently updates their trust weights is information latency: what you told them during the crisis, and the exact timestamp of when you told them. 8/10
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If you run a platform that holds other people's secrets, put this in place before your bad week: ⚬ Pick one person to own the words (separate from eng). ⚬ Tell customers within an hour of telling vendors. ⚬ Give scope as a ceiling ("up to 1.85%"), never "a subset." ⚬ Warn customers before vendor revocation emails hit their inbox. 9/10
I run crisis comms for tech companies through SELF. If you want to plan ahead, or you want someone on-call if it hits the fan, I'd love to chat through it with you: thisisstudioself.com/capabilities/crisis 10/10
