Customer Security Explanation¶

Category: Public Communication Support

Purpose¶

Explains a security topic or incident to customers in clear, non-technical language. Builds trust and reduces confusion; supports compliance with notification obligations.

Audience¶

Customers and users. Plain language; avoid jargon and legalese.

Typical structure¶

• What happened — Simple description of the event or topic.
• What information was involved — Types of data (e.g., name, email) and whether exposed or not.
• What we are doing — Steps taken to protect data and prevent recurrence.
• What you can do — Practical steps (check statements, enable MFA, watch for phishing).
• How to get help — Contact, FAQ, or support channel.
• Additional resources — Links to credit monitoring, identity protection, or more detail.

When to use¶

• Customer-facing breach or incident notification.
• Explaining a security change (e.g., new login requirements).
• Proactive education (e.g., how we protect your data).

Evidence linkage¶

Explanation must align with internal facts and legal/compliance requirements. Ensures customers receive accurate, consistent information.