In spring 2020, not only did the teleconferencing platform Zoom experience an onslaught of new users who were now social distancing due to the COVID-19 crisis, but it also faced its own crisis due to the privacy of its product. For those working in technical and professional communication, the Zoom example illustrates not only a way to communicate in an emergency but also a way that privacy can cause a crisis in the first place. Drawing from literature on crisis communication and the experiences users described in the Zoom CEO’s blog post, the author concludes that while Zoom did indeed have technical issues that contributed to its privacy crisis, users also experienced its technology in unexpected ways, and the company underestimated the privacy expectations of its new users. Zoom’s privacy crisis ultimately provides a useful discussion of why it is increasingly important for companies to incorporate privacy by design and to be frank about their privacy practices with a public who has a growing interest in, and dissatisfaction with, corporate privacy practices.

中文翻译：

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Zoombombing 你的孩子：用户体验和 Zoom 隐私危机的沟通

2020 年春季，电话会议平台 Zoom 不仅经历了因 COVID-19 危机而现在社交疏远的新用户的冲击，而且由于其产品的隐私性，它还面临着自己的危机。对于从事技术和专业通信的人来说，Zoom 示例不仅说明了一种在紧急情况下进行通信的方式，而且还说明了隐私首先可能导致危机的一种方式。作者根据有关危机沟通的文献和 Zoom CEO 的博文中描述的用户体验得出结论，虽然 Zoom 确实存在导致其隐私危机的技术问题，但用户也以意想不到的方式体验了其技术，并且该公司低估了新用户的隐私期望。