Chapter 4. Managing DRAMA
Thirty-five thousand strange and unexpected letters silently landed in mailboxes across California in February 2005. Like the first signs of an oil spill washing up on shore, the messages were a quiet harbinger of a massive crisis that was about to bubble up.
Sixty-one-year-old California resident Mary Chapman opened the letter. It was from a company she had never even heard of before: ChoicePoint, Inc. The letter read:
I’m writing to inform you of a recent crime committed against ChoicePoint that MAY have resulted in your name, address, and Social Security number being viewed by businesses that are not allowed access to such information. We have reason to believe your personal information may have been obtained by ...
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