Opinion

TJX: How Not to Handle a Crisis

Bob Bragdon weighs in on TJX's breach response

By Bob Bragdon, Publisher, CSO

And notably, in the first days of early February, there were still trucks from various broadcast networks sitting outside the local Marshalls store because they couldn't get their vans on the property of TJX headquarters to do their live updates.

There are lots of lessons to learn here and more to come as this story continues to unfold. The most important: TJX's failure to get out in front of the problem and manage the public communication more effectively has allowed others to define the issue for them.

In a crisis you can never let that happen. Every business should have a contingency plan in place that addresses communications strategies for when something goes wrong. Remember that no security program is perfect, and being able to effectively communicate in a crisis, both internally and externally, can play a significant role in determining how much damage is done to your business.

–Bob Bragdon, publisher

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