Several computer publications, including Computer Weekly, are reporting that T-Mobile USA is investigating an anonymous claim that a hacker broke into its databases and stole customer and company information. Some security experts have suggested that the claim appeared to be legitimate at first glance but is likely to be a hoax.
It’s a sign of the times, a reminder that we are entering an information age ruled by spin, FUD and misinformation. A single whisper can undermine customer confidence in a global service provider. But at the same time a smart crisis response can take advantage of the free media coverage to boost public confidence in an organization’s management of risks and incidents. It’s time for enterprises to raise their game in crisis management.