Getting ahead of the news , laying out the response and inviting questions like this creates reassurance for the customer that you ’ re in control of the situation .
BUSINESS SURVEILLANCE
The update that followed was a recap of the situation so far , adding that ‘ no new hostile activities have been detected .’
It gave a status update on each of its external services , and whether or not they were operating as usual . This is the critical information their customers are looking for , written plainly .
In TOMRA ’ s fourth update , new sections were added – ‘ What we know about the attack ’ and ‘ How we work ’ – along with developments on the previous day .
When it was able to , TOMRA shared some key findings from its investigation so far . It established a clear timeline , starting with the detection of the threat and the steps taken to isolate it .
Getting ahead of the news , laying out the response and inviting questions like this creates reassurance for the customer that you ’ re in control of the situation .
It ‘ found no trace of evidence that TOMRA clients , customers , partners or their systems are at risk from the attack ’. It added that it would ‘ bring back services one by one as they are confirmed to be safe and secure .’
Leadership in a crisis means honesty and transparency
In an open letter – The Value of Team Spirit in Challenging Times – TOMRA President and CEO , Tove Andersen , addressed the attack and the question of whether they had been sufficiently prepared , writing honestly about the effect it had on the company .
The impact of vulnerability in a crisis from the leader of a company this size
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