We see that a consumer’s anxiety is ultimately rooted in a lack of knowledge. We all know that we fear what we do not understand. Given the complexity of technology, the mystery of how this happens, and lack of information in general, cyber crime is an especially scary topic for most Americans. Ultimately, consumers need clear and easy-to-understand information that explains what a security breach is such as the Equifax breach, what to do when you are a victim of a hack, and how to protect yourself in the future.
Consumers need to have education about identity protection and need to have it delivered just-in-time when these events occur. If you are an employee of a bank or credit union, your institution is probably already pushing out at least some communication and information about the Equifax breach. But make sure this communication includes clear and jargon-free education with suggested next steps.