As I imagine you’ve heard, Equifax is the latest organization to suffer this type of crisis. Now, before we continue, I want to address the complexity of this type of crisis. Were they prohibited to communicate by law enforcement (because yes, that’s a possibility in this type of crisis)? However, what I can say, is that considering they had over a month to plan their crisis response, they could have done better with their messaging, their “check potential impact” service, and their call centers. While their strategy of executing their crisis response helped them attain some of these goals (which we’ll discuss in a minute), Equifax definitely missed some essential marks in their messaging.

Source: Forbes September 10, 2017 23:15 UTC