![]() Privacy and security issues can create serious risk and damage to governments, organizations, and individuals in the digital age. ![]() Analyzing Zoom’s response to its privacy and security crisis during the COVID-19 pandemic advances the understanding of the socioeconomic and technical consequences of the pandemic. By the end of March 2020, Zoom was besieged by harsh criticism on its various privacy and security practices and growing competition from deep-pocket competitors such as Microsoft Teams, Google Meet, and Cisco WebEx. The explosive growth brought great scrutiny on Zoom’s real or perceived privacy and security vulnerabilities and violations ( Warren, 2020a). The COVID-19 pandemic made Zoom Video Communications (hereafter Zoom) a verb as it became a popular video conferencing choice for remote work and learning, as well as happy hours, parties, weddings, holiday celebrations, live performance, or political campaigns. It offers a useful model for tech firms’ crisis response at a crucial moment for the tech industry around the world. Zoom’s nimble, reasonable, collaborative, interactive yet curated organizational response to the privacy and security crisis can be seen as an unintended consequence of its sudden rise amid a global pandemic. It is argued that Zoom’s response strategies have contributed to Zoom’s organizational mission and culture and reframed the crisis from a growing pain to a growth opportunity relating to privacy and security. Special attention is paid to the mobilization of networks of executives, advisors, consultants, and clients for expertise, endorsement, and collaboration. Results demonstrate the usefulness of the producer’s perspective that sheds light on how Zoom navigated the privacy and security crisis. We primarily use data from 14 weekly Ask Eric Anything webinars from April 8 to July 15, 2020, to illustrate the strategies of Zoom’s crisis response, especially organizational representation, the contours of its analytic account acknowledging and minimizing responsibility, and patterns of corrective and preventive action for user education and product improvement. This research examines Zoom’s response to this privacy and security crisis with the aid of a producer’s perspective that aims to direct attention to institutional and organizational actors and draws on theories of privacy management and organizational crisis communication. The COVID-19 pandemic not only fueled the explosive growth of Zoom but also led to a major privacy and security crisis in March 2020. ![]()
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