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How would the apology need to be worded so that it does not get interpreted as a fake apology? In terms of "downplaying" it seems like they are pretty concrete
by koliber 11mo ago
How would the apology need to be worded so that it does not get interpreted as a fake apology?
In terms of "downplaying" it seems like they are pretty concrete in sharing the blast radius. If less than 25% of users were affected, how else should they phrase this? They do say that this was data used for onboarding merchants that was on a system that was used in the past and is no longer used.
I am as annoyed by companies sugar coating responses, but here the response sounds refreshingly concrete and more genuine than most.
- actionfromafar 11mo ago"Up to 25% of users were affected." "As many as 25% of users were affected." "A quarter of user accounts were affected. We have calculated that to be 7% of our customers."
- throwaway290 11mo ago> How would the apology need to be worded so that it does not get interpreted as a fake apology? "We regret that we neglected our security to such degree that it has caused this incident." It's very simple. Don't be sorry I feel bad, be sorry you did bad.
- koliber 11mo agoThey stated clearly in the article: > This was our mistake, and we take full responsibility. I wonder how much of the negative sentiment about this is from a knee jerk reaction and careless reading vs. thoughtful commentary.
- throwaway290 11mo agothe quote was "We regret that this incident has caused worry for our partners and people"
- esskay 11mo agoIMO something like: We are truly sorry for the impact this has no doubt caused on our customers and partners businesses. This clearly should never have happened, and we take full responsibility. Whilst we can never put into words how deeply sorry we are, we will work tirelessly to make this right with each and every one of you, starting with a full account of what transpired, and the steps we are going to be taking immediately to ensure nothing like this can ever happen again. We want to work directly with you to help minimise the impact on you, and will be reaching out to every customer directly to help understand their immediate needs. If that means helping you migrate away to another platform, then so be it - we will assist in any way we can. Trust should be earn't, and we completely understand that in this instance your trust in us has understandably been shaken.
- Anthony-G 11mo agoUpvoted because that seemed like a genuine apology other than this phrase > Whilst we can never put into words how deeply sorry we are To my European ears that comes across as hyperbolic and insincere but maybe it’s fine for an American audience. These things are very culture-dependent.
- hitarpetar 11mo agoan effective apology establishes accountability, demonstrates reflection on what caused the problem, and commits to concrete changes to prevent it from reoccurring