Could Chat Transcripts Be Security Minefields?

I’ve  linked to a number of Evan Schuman’s wonderful articles from, but this article is particularly relevant to this site. Evan writes:

When Rite-Aid and Walgreens both announced pharmacist chat programs last month, they were the latest chains to try and use chat to get closer to their customers. But, ironically, the preservation of chat discussions of super-sensitive patient medical history may prove a very serious threat to security.

It’s ironic because both chains are taking substantial steps to secure the access to confidential patient data, but neither is specifying steps to protect transcripts of that very same data. Imagine forcing call center employees to comply with all PCI rules regarding not preserving prohibited payment card data and then allowing them to write down all of that data in plain-text files that are then transmitted to consumers (who are unlikely to protect them) and saved in the chain’s files.

Read more on StorefrontBacktalk.

(first sentence edited)

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