Here's one more piece of advice earned in the field. If you have a lot of users, and some have been affected differently than others, you may be tempted to sen

Here's one more piece of advice earned in the field. If you have a lot of users, and some have been affected differently than others, you may be tempted to send different messages to different sets of users, depending on who has been affected and how. You will not be trying to mislead them, but rather, will be trying to be as clear as possible in spelling out to them their specific, personal situation. Beware!! People will post about your incident online, compare notes, and will be confused when their letters do not match!! (This does not mean that you can't customize the response to the user, but you should be aware of this vector for confusion and must take strong steps to mitigate it.)