In the context of past data security incidents at LINE, what measures will the company take to rebuild and maintain user trust?

LINE YahooLY CorporationData SecurityUser TrustPrivacy ProtectionIncident ResponseCorporate Responsibility
Created At: 8/15/2025Updated At: 8/18/2025

Okay, no problem. As a long-time LINE user equally concerned about personal information security, here are my thoughts.

How Will LINE "Instantly Win Back" Our Trust After the Data Breach?

Honestly, when a communication app you use daily experiences a security issue, it feels like the lock on your house has been picked. It’s deeply unsettling. Trust takes years to build but can shatter in an instant. Now, the parent company, LY Corporation (formed from the merger of LINE and Yahoo! Japan), wants to "win back" the hearts of users like us. Just saying nice words isn't going to cut it; they need to take tangible action.

In my view, they need to focus on at least the following:

1. Demonstrate Sincerity: Bow First, Then Stand Tall

Given the situation, pretending it never happened is impossible. The first step must be:

  • A Genuine Apology, No Corporate-Speak: Skip the robotic "we apologize for any inconvenience" statements. Top executives, even the CEO, need to step up and tell all users directly and sincerely: "We are sorry. We messed up. This is our responsibility." Attitude is everything; sincerity is the foundation for rebuilding trust.
  • Clearly Explain "What Happened": No obfuscation. Explain clearly in plain language:
    • Exactly what data was leaked? (Chats? Contacts? Account details?)
    • Approximately how many people were impacted?
    • Where did the vulnerability lie? (Hacked servers? Malicious insider?)

Only when we feel we have equal information and aren't being treated like fools, might we be willing to listen further.

2. Act Decisively: Seal the Cracks Quickly

After apologizing, immediate action is essential. Talk is cheap.

  • Plug the Hole: This is the top priority. Immediately find the security vulnerability and seal it shut, ensuring no more data leaks from the same point.
  • Conduct Thorough Audits: Don't just fix this one issue. Need a comprehensive inspection of the entire system infrastructure, inside and out, to identify any other potential risks (like checking a house's entire structure).
  • Notify Affected Users: If my information was indeed leaked, I need to know immediately. The company is obligated to inform me directly via in-app messages, emails, etc., clearly stating I was affected and providing concrete advice like "Change your password immediately" or "Be alert for phishing attempts." This is both their responsibility and helps users minimize losses.

3. Plan for the Long Term: Rebuild a Fortress, Don't Just Patch Holes

One-time fixes don't guarantee future security. To restore confidence for long-term use, a more ambitious plan is needed.

  1. Overhaul System Architecture: This incident exposed their deep system integration issues with South Korea’s Naver. A core strategy they've proposed is to gradually "divest" by bringing key operations like data management and development back under LY Corp's direct control in Japan. Think of it like taking over the management of your home security system instead of outsourcing it. It requires significant investment in restructuring systems, strengthening firewalls, and upgrading encryption – a pain, but ultimately more reassuring.
  2. Tighten Internal Governance: Many security issues stem from malicious insiders ("rogue employees") or poor management. They need stricter internal access controls to ensure core user data isn't easily accessible by everyone. Simultaneously, enhance security awareness training for all employees, making "protect user privacy" a top-of-mind priority.
  3. Establish Oversight: Introduce independent third-party security auditors or establish a supervisory board with external experts. Think of it like bringing in an impartial umpire to regularly check their security posture and publicly report results. Us trusting their claims alone is doubtful; credible third-party validation significantly boosts trust.

4. Communicate Transparently: Show Us the Work

Rebuilding trust is an ongoing process. They can't go quiet once the immediate crisis is over ("sweep it under the rug").

  • Issue Regular Security Reports: Like quarterly financial reports, publish regular Transparency Reports detailing how many cyber attacks were prevented, vulnerabilities patched, and investments made in security. Let users continuously see the effort.
  • Give Users More Control: Provide clearer, easier-to-use privacy settings in the app. Use dashboards so users can easily see what data is collected and manage features like opting in or out. Crucial security features like "Two-Factor Authentication (2FA)" should be prominently promoted and its activation greatly simplified.

In Summary:

Ultimately, rebuilding trust is like repairing a shattered vase: even glued back together, the cracks remain barely visible. LY Corporation needs to earnestly fill those cracks over time with sincere acknowledgment, swift action, strategic long-term planning, and consistent transparency.

For us ordinary users? We must listen to their words, but watch their actions even more closely. Good intentions matter, but execution is key. We old-timers will be watching very, very closely.

Created At: 08-15 06:02:01Updated At: 08-15 10:31:58