It starts with a flood of tickets.
"My Chrome looks different." "Did someone change my browser settings?" "Why can't I access my usual tools?"
This was reality at Grammarly during a critical Chrome zero-day update. Users were blindsided by sudden changes to their daily tools with zero context about why these disruptions were happening.
Sound familiar? It's what happens when IT teams prioritize speed over communication.
The Trust Tax
When you push updates without explanation, you're solving one problem while creating several others. Users feel ambushed, help desk gets overwhelmed, and your reputation shifts from protector to disruptor.
As Richard Hiralal from Grammarly's security team puts it: "Explaining the whys goes such a long way. Demystifying security as much as you can for users really helps gain and build that trust."
This isn't just about making people feel good—it's about creating an environment where security measures are embraced rather than resisted.
What Actually Works
The teams that get this right follow a simple pattern:
Communicate in human terms. Instead of "Critical browser update required for security compliance," try "We're updating Chrome to protect your work from a recently discovered vulnerability that could allow attackers to access your data."
Create pilot groups that build advocates. Include non-technical teams in testing so you catch workflow disruptions before they affect everyone.
Build relationships before you need them. The worst time to introduce yourself to help desk is when you're about to deploy a disruptive update.
The Shift
The most successful security teams have stopped being enforcers and started being enablers. They measure success not just by technical metrics, but by user satisfaction. They communicate how security initiatives support business goals.
When security is implemented with user experience in mind, the entire narrative changes. You're no longer the department that slows things down—you're the team that protects productivity.
Next Time
Before your next critical rollout, ask: Are you treating users as obstacles to security, or as partners in protection?
The difference between a security team that's respected and one that's resented often comes down to this simple choice.
What's your experience? Have security rollouts gone sideways because of communication gaps? Reply and let me know—these war stories always reveal better approaches.