Security lead Layla, spokesperson Mazin, and user representative Huda revise an incident notice for a fictional app, separating confirmed facts from unfinished checks.
01Read the Arabic conversation
شَرْحُ تَسَرُّبِ بَيَانَاتٍ لِلْمُسْتَخْدِمِينَ
لَيْلَى: اِكْتَشَفَ فَرِيقُنَا الْيَوْمَ فِي الثَّامِنَةِ وَالنِّصْفِ صَبَاحًا وُصُولًا غَيْرَ مُصَرَّحٍ بِهِ إِلَى نُسْخَةٍ مِنْ سِجِلَّاتِ الدَّعْمِ. نَحْنُ نُرَاجِعُ الْحَادِثَ، وَيَجِبُ إِعْلَامُ الْمُسْتَخْدِمِينَ بِمَا تَأَكَّدْنَا مِنْهُ.
مَازِنٌ: كَتَبْتُ مُسَوَّدَةً تَقُولُ إِنَّ الْحَادِثَ أَثَّرَ فِي أَلْفٍ وَمِئَتَيْ مُسْتَخْدِمٍ، وَإِنَّ الْوَضْعَ أَصْبَحَ تَحْتَ السَّيْطَرَةِ. أُرِيدُ أَنْ نَكُونَ وَاضِحِينَ دُونَ أَنْ نُثِيرَ قَلَقًا غَيْرَ ضَرُورِيٍّ.
هُدَى: بِوَصْفِي مُمَثِّلَةً لِلْمُسْتَخْدِمِينَ، أَحْتَاجُ إِلَى فَهْمِ هَذَيْنِ الْحُكْمَيْنِ. هَلْ عَدَدْتُمْ أَشْخَاصًا مُخْتَلِفِينَ، وَمَا الَّذِي تَعْنُونَهُ بِالسَّيْطَرَةِ: إِغْلَاقَ طَرِيقِ الْوُصُولِ أَمِ اسْتِعَادَةَ الْبَيَانَاتِ الَّتِي نُسِخَتْ؟
لَيْلَى: الْعَدَدُ يَخُصُّ أَلْفًا وَمِئَتَيْ سِجِلٍّ لِطَلَبَاتِ الدَّعْمِ، لَا عَدَدَ الْأَشْخَاصِ. بَعْضُ الْمُسْتَخْدِمِينَ أَرْسَلُوا أَكْثَرَ مِنْ طَلَبٍ، وَلَمْ نَنْتَهِ بَعْدُ مِنْ رَبْطِ السِّجِلَّاتِ الْمُتَكَرِّرَةِ بِأَصْحَابِهَا.
مَازِنٌ: إِذَنْ سَأَكْتُبُ كَلِمَةَ السِّجِلَّاتِ بَدَلًا مِنْ كَلِمَةِ الْمُسْتَخْدِمِينَ، وَأُوَضِّحُ سَبَبَ الِاخْتِلَافِ. لَكِنَّ رَقْمًا بِلَا عَدَدِ أَشْخَاصٍ قَدْ يَبْدُو تَهَرُّبًا؛ هَلْ نَسْتَطِيعُ تَقْدِيمَ تَقْدِيرٍ تَقْرِيبِيٍّ عَلَى الْأَقَلِّ؟
هُدَى: يَكْفِي أَنْ تَشْرَحُوا مَا تَعُدُّونَهُ وَمَا زِلْتُمْ تَتَحَقَّقُونَ مِنْهُ. تَقْدِيرٌ مُتَسَرِّعٌ قَدْ يَجْعَلُ مَنْ هُوَ خَارِجُ الْعَدَدِ الْمُتَوَقَّعِ يَفْتَرِضُ أَنَّ الْحَادِثَ لَا يَعْنِيهِ.
لَيْلَى: أُغْلِقَ طَرِيقُ الْوُصُولِ فِي التَّاسِعَةِ، وَتُظْهِرُ السِّجِلَّاتُ أَنَّ النُّسْخَةَ نُقِلَتْ قَبْلَ ذَلِكَ. لَا نَعْرِفُ هُوِيَّةَ مَنْ نَقَلَهَا، وَلَا نَسْتَطِيعُ تَأْكِيدَ حَذْفِهَا مِنْ خَارِجِ نِظَامِنَا.
مَازِنٌ: فَعِبَارَةُ «تَحْتَ السَّيْطَرَةِ» أَوْسَعُ مِنْ هَذَا الْإِجْرَاءِ الْمُحَدَّدِ. سَأَذْكُرُ وَقْتَ إِغْلَاقِ الْوُصُولِ، وَأَتَجَنَّبُ أَنْ أُوحِيَ بِأَنَّنَا اسْتَعَدْنَا كُلَّ نُسْخَةٍ أَوْ أَحَطْنَا بِجَمِيعِ التَّبِعَاتِ.
هُدَى: وَأَرْجُو أَلَّا تَسْتَخْدِمُوا عِبَارَةَ «بَعْضُ الْمَعْلُومَاتِ» وَحْدَهَا. الْمُسْتَخْدِمُ يَحْتَاجُ إِلَى أَسْمَاءِ أَنْوَاعِ الْبَيَانَاتِ، لِيَفْهَمَ مَا انْكَشَفَ، بَدَلًا مِنْ أَنْ يَتَخَيَّلَ أَسْوَأَ احْتِمَالٍ مُمْكِنٍ.
لَيْلَى: تَضُمُّ النُّسْخَةُ أَسْمَاءً وَعَنَاوِينَ بَرِيدٍ إِلِكْتُرُونِيٍّ وَعَنَاوِينَ طَلَبَاتِ الدَّعْمِ. لَا تَضُمُّ كَلِمَاتِ مُرُورٍ أَوْ بَيَانَاتِ دَفْعٍ؛ فَهَذِهِ الْحُقُولُ لَيْسَتْ جُزْءًا مِنْ هَذَا الْجَدْوَلِ أَصْلًا.
مَازِنٌ: هَلْ يُمْكِنُنِي بِنَاءً عَلَى ذَلِكَ أَنْ أَكْتُبَ أَنَّ حِسَابَاتِ الْمُسْتَخْدِمِينَ آمِنَةٌ؟ هَذِهِ جُمْلَةٌ قَصِيرَةٌ وَمُطَمْئِنَةٌ، لَكِنِّي لَا أُرِيدُ أَنْ أَسْتَنْتِجَ مِنَ الْجَدْوَلِ أَكْثَرَ مِمَّا يَسْمَحُ بِهِ.
هُدَى: قَدْ يَفْهَمُ الْقَارِئُ هَذِهِ الْجُمْلَةَ ضَمَانًا يَشْمَلُ كُلَّ شَيْءٍ. يَسْتَطِيعُ أَنْ يَسْتَوْعِبَ الْفَرْقَ بَيْنَ حُقُولٍ غَيْرِ مَوْجُودَةٍ فِي نُسْخَةٍ مُعَيَّنَةٍ وَحُكْمٍ عَامٍّ عَلَى حِسَابِهِ.
لَيْلَى: أُوَافِقُ؛ فَمُرَاجَعَةُ نِطَاقِ الْحَادِثِ لَمْ تَكْتَمِلْ. الْمُؤَكَّدُ حَالِيًّا هُوَ نَقْلُ هَذِهِ النُّسْخَةِ، وَلَمْ نَجِدْ حَتَّى الْآنَ دَلِيلًا عَلَى وُصُولٍ إِلَى جَدَاوِلَ أُخْرَى، وَهَذَا لَيْسَ حُكْمًا نِهَائِيًّا.
مَازِنٌ: سَأُقَسِّمُ الْإِشْعَارَ إِلَى مَا حَدَثَ، وَمَا نَعْرِفُهُ، وَمَا نَفْعَلُهُ الْآنَ. وَسَأَسْتَخْدِمُ عِبَارَةَ «وُصُولٌ غَيْرُ مُصَرَّحٍ بِهِ» مَعَ شَرْحٍ مُبَاشِرٍ، بَدَلًا مِنْ مُصْطَلَحَاتٍ تِقْنِيَّةٍ تَحْجُبُ الْمَعْنَى.
هُدَى: أَضِيفُوا مَا يَعْنِيهِ ذَلِكَ لِي كَمُسْتَخْدِمَةٍ، وَكَيْفَ أَعْرِفُ إِنْ كَانَتْ بَيَانَاتِي ضِمْنَ النُّسْخَةِ. تَسْلِيمُ الْمَعْلُومَاتِ لَا يَكْفِي إِذَا بَقِيَ الشَّخْصُ يَبْحَثُ عَنْ خُطْوَةٍ مَفْهُومَةٍ.
لَيْلَى: سَنُظْهِرُ إِشْعَارًا دَاخِلَ التَّطْبِيقِ لِمَنْ تَأَكَّدْنَا مِنْ تَأَثُّرِ بَيَانَاتِهِمْ. وَسَنَقُولُ إِنَّ عَدَمَ ظُهُورِ الْإِشْعَارِ الْآنَ لَا يُعَدُّ تَأْكِيدًا بِعَدَمِ التَّأَثُّرِ، لِأَنَّ الْمُطَابَقَةَ مَا زَالَتْ جَارِيَةً.
مَازِنٌ: وَسَنَضَعُ التَّحْدِيثَ الْعَامَّ فِي صَفْحَةِ الدَّعْمِ الْمَعْرُوفَةِ دَاخِلَ التَّطْبِيقِ. لَنْ نَطْلُبَ مِنَ الْمُسْتَخْدِمِ إِرْسَالَ كَلِمَةِ مُرُورِهِ لِلتَّحَقُّقِ مِنْ حَالَتِهِ، وَسَأَجْعَلُ هَذَا وَاضِحًا فِي الرِّسَالَةِ.
هُدَى: هَذَا يُسَاعِدُ، وَأَقْتَرِحُ تَوْضِيحَ أَنَّ الْوُصُولَ إِلَى الصَّفْحَةِ يَكُونُ بِفَتْحِ التَّطْبِيقِ مُبَاشَرَةً. فَبَعْدَ إِعْلَانِ الْحَادِثِ قَدْ يَتَلَقَّى الْمُسْتَخْدِمُ رَسَائِلَ غَيْرَ مُتَوَقَّعَةٍ يَصْعُبُ عَلَيْهِ تَمْيِيزُ مَصْدَرِهَا.
لَيْلَى: وَلْنَذْكُرْ أَنَّ عَنَاوِينَ طَلَبَاتِ الدَّعْمِ قَدْ تَكْشِفُ مَوْضُوعَ سُؤَالِ الْمُسْتَخْدِمِ. لَا نُسَمِّيهَا تَفَاصِيلَ بَسِيطَةً؛ فَأَهَمِّيَّةُ الْمَعْلُومَةِ تَخْتَلِفُ بِاخْتِلَافِ الشَّخْصِ وَالسِّيَاقِ الَّذِي تَرِدُ فِيهِ.
مَازِنٌ: سَأَبْدَأُ بِاعْتِذَارٍ وَاضِحٍ عَنِ الْحَادِثِ وَالْقَلَقِ الَّذِي سَبَّبَهُ، ثُمَّ أَذْكُرُ الْوَقَائِعَ. لَكِنَّ الِاعْتِذَارَ لَا يَكْفِي؛ عَلَيْنَا أَنْ نُحَدِّدَ مَوْعِدًا يُمْكِنُ لِلْمُسْتَخْدِمِينَ انْتِظَارُ تَحْدِيثٍ فِيهِ.
هُدَى: أُفَضِّلُ مَوْعِدًا مُحَدَّدًا عَلَى عِبَارَةِ «قَرِيبًا». وَإِذَا لَمْ تَصِلُوا إِلَى عَدَدٍ نِهَائِيٍّ عِنْدَ ذَلِكَ الْمَوْعِدِ، فَأَخْبِرُونَا بِمَا أُنْجِزَ وَمَا لَمْ يَكْتَمِلْ، بَدَلًا مِنَ الصَّمْتِ.
لَيْلَى: نَسْتَطِيعُ نَشْرَ تَحْدِيثٍ فِي الرَّابِعَةِ عَصْرًا الْيَوْمَ. سَيَشْمَلُ تَقَدُّمَ مُطَابَقَةِ السِّجِلَّاتِ، وَأَيَّ تَغْيِيرٍ فِي نِطَاقِ الْبَيَانَاتِ الْمَعْرُوفِ، وَالْخُطُوَاتِ الَّتِي أَنْجَزْنَاهَا؛ وَلَا أَعِدُ بِاكْتِمَالِ الْمُرَاجَعَةِ حِينَئِذٍ.
مَازِنٌ: سَأُثَبِّتُ الْمَوْعِدَ فِي الْإِشْعَارِ، وَأُفَرِّقُ بَيْنَ وَقْتِ اكْتِشَافِ الْحَادِثِ وَوَقْتِ إِغْلَاقِ الْوُصُولِ. هَلْ نَعْرِفُ وَقْتَ بَدْءِ الْوُصُولِ نَفْسِهِ، أَمْ أَنَّ إِضَافَتَهُ الْآنَ سَتَكُونُ تَخْمِينًا؟
هُدَى: هَذَا التَّمْيِيزُ مُهِمٌّ؛ فَقَوْلُكُمْ إِنَّكُمُ اكْتَشَفْتُمْ الْحَادِثَ صَبَاحًا لَا يَعْنِي أَنَّهُ بَدَأَ صَبَاحًا. أُرِيدُ تَسَلْسُلًا زَمَنِيًّا صَادِقًا، حَتَّى لَوْ كَانَتْ فِيهِ فَجْوَةٌ مَا زِلْتُمْ تَفْحَصُونَهَا.
لَيْلَى: لَمْ نُثْبِتْ وَقْتَ الْبِدَايَةِ بَعْدُ، وَسَنَذْكُرُ ذَلِكَ صَرَاحَةً. وَإِذَا وَسَّعَتِ الْمُرَاجَعَةُ نِطَاقَ الْحَادِثِ، فَسَنُحَدِّثُ الْإِشْعَارَ فَوْرًا، دُونَ انْتِظَارِ الرَّابِعَةِ، مَعَ بَيَانِ الْمَعْلُومَةِ الْجَدِيدَةِ وَأَثَرِهَا.
مَازِنٌ: أَصْبَحَتِ الرِّسَالَةُ أَدَقَّ: عَدَدٌ لِلسِّجِلَّاتِ، وَأَنْوَاعٌ مُحَدَّدَةٌ لِلْبَيَانَاتِ، وَإِجْرَاءٌ مُنْجَزٌ، وَأَسْئِلَةٌ مَفْتُوحَةٌ. سَأُرْسِلُهَا لِمُرَاجَعَتِكُمَا قَبْلَ نَشْرِهَا، وَأُصَحِّحُ وَصْفَ الْعَدَدِ وَعِبَارَةَ التَّطْمِينِ غَيْرَ الدَّقِيقَةِ.
هُدَى: سَأَقْرَؤُهَا مِنْ وِجْهَةِ نَظَرِ مَنْ يَبْحَثُ عَنْ حَالَتِهِ الشَّخْصِيَّةِ. مَا يُعِيدُ الثِّقَةَ هُوَ تَوَافُقُ كَلَامِكُمْ مَعَ مَا تَعْرِفُونَهُ وَتَفْعَلُونَهُ، ثُمَّ الْوَفَاءُ بِمَوْعِدِ التَّحْدِيثِ الَّذِي أَعْلَنْتُمُوهُ.
Show English translationHide English translation
Layla — security lead: Today at eight thirty in the morning, our team discovered unauthorised access to a copy of support records. We are reviewing the incident and need to tell users what we have confirmed.
Mazin — spokesperson: I drafted a message saying the incident affected twelve hundred users and that the situation is now under control. I want us to be clear without causing unnecessary anxiety.
Huda — user representative: As the users’ representative, I need to understand those two claims. Have you counted distinct people, and what do you mean by control: closing the access route or recovering the data that was copied?
Layla — security lead: The number refers to twelve hundred support-request records, not the number of people. Some users sent more than one request, and we have not yet finished linking repeated records to their owners.
Mazin — spokesperson: Then I will replace “users” with “records” and explain the distinction. But giving a record count without a people count may seem evasive; can we at least offer an approximate estimate?
Huda — user representative: It is enough to explain what you are counting and what you are still verifying. A rushed estimate may make someone who thinks they fall outside the expected number assume the incident does not concern them.
Layla — security lead: The access route was closed at nine, and the logs show that the copy had been transferred before then. We do not know who transferred it and cannot confirm its deletion outside our system.
Mazin — spokesperson: So “under control” is broader than this specific action. I will state when access was closed and avoid implying that we have recovered every copy or finished understanding all the consequences.
Huda — user representative: Please also avoid simply saying “some information.” Users need the data types named so they can understand what was exposed instead of imagining the worst possible scenario.
Layla — security lead: The copy contains names, email addresses, and support-request titles. It does not contain passwords or payment data: those fields are not part of this table in the first place.
Mazin — spokesperson: Can I therefore write that users’ accounts are safe? That is a short, reassuring sentence, but I do not want to infer more from this table than it supports.
Huda — user representative: A reader may interpret that sentence as a guarantee covering everything. They can understand the difference between fields absent from a particular copy and a general judgement about their account.
Layla — security lead: I agree; the review of the incident’s scope is not complete. What is currently confirmed is the transfer of this copy. We have not yet found evidence of access to other tables, and that is not a final conclusion.
Mazin — spokesperson: I will divide the notice into what happened, what we know, and what we are doing now. I will use “unauthorised access” with a direct explanation instead of technical terms that obscure the meaning.
Huda — user representative: Add what this means for me as a user and how I can learn whether my data was in the copy. Providing information is not enough if the person is left looking for an understandable next step.
Layla — security lead: We will show an in-app notice to people whose data we have confirmed was affected. We will say that not seeing a notice now does not confirm that someone was unaffected, because the matching process is still underway.
Mazin — spokesperson: We will put the general update on the familiar support page inside the app. We will not ask users to send their passwords to check their status, and I will make that clear in the message.
Huda — user representative: That helps, and I suggest explaining that users can reach the page by opening the app directly. After the announcement, a user may receive unexpected messages whose origin is difficult to distinguish.
Layla — security lead: Let us mention that support-request titles may reveal the subject of a user’s question. We should not call them minor details: the importance of information differs with the person and its context.
Mazin — spokesperson: I will begin with a clear apology for the incident and the anxiety it caused, then state the facts. But an apology is not enough: we need to give users a time at which they can expect an update.
Huda — user representative: I prefer a specific time to “soon.” If you have not reached a final count by that time, tell us what has been completed and what remains unfinished, instead of staying silent.
Layla — security lead: We can publish an update at four this afternoon. It will cover progress on matching records, any change to the known data scope, and the steps we have completed; I am not promising that the review will be finished then.
Mazin — spokesperson: I will put that time in the notice and distinguish the discovery time from the time access was closed. Do we know when the access itself began, or would adding that now be guesswork?
Huda — user representative: That distinction matters: saying you discovered the incident in the morning does not mean it began in the morning. I want an honest timeline, even if it contains a gap you are still investigating.
Layla — security lead: We have not yet established the start time, and we will say that explicitly. If the review broadens the incident’s scope, we will update the notice immediately, without waiting until four, explaining the new information and its implications.
Mazin — spokesperson: The message is now more precise: a record count, specific data types, a completed action, and open questions. I will send it to you both for review before publishing and correct the description of the number and the imprecise reassurance.
Huda — user representative: I will read it from the viewpoint of someone trying to understand their own status. What rebuilds trust is your words matching what you know and do, followed by keeping the update time you announced.
02Useful words and expressions
| Arabic in the conversation | Meaning here |
|---|---|
| وُصُولًا غَيْرَ مُصَرَّحٍ بِهِ | unauthorised access |
| سِجِلَّاتِ الدَّعْمِ | support records |
| السِّجِلَّاتِ الْمُتَكَرِّرَةِ | repeated records |
| تَقْدِيرٌ مُتَسَرِّعٌ | a rushed estimate |
| طَرِيقُ الْوُصُولِ | the access route |
| عَنَاوِينَ طَلَبَاتِ الدَّعْمِ | support-request titles |
| ضَمَانًا | a guarantee |
| نِطَاقِ الْحَادِثِ | the scope of the incident |
| حُكْمًا نِهَائِيًّا | a final conclusion |
| الْمُطَابَقَةَ | the matching process |
| تَسَلْسُلًا زَمَنِيًّا | a timeline |
| الْوَفَاءُ بِمَوْعِدِ التَّحْدِيثِ | keeping the announced update time |
03Check your understanding
Choose one answer for each question. Look back at the Arabic conversation for evidence. Open the English question support or a hint when you need help.
What to remember
- State exactly what a reported number counts before drawing conclusions about people.
- Describe confirmed containment actions separately from unresolved questions about copied data.
- Give users a clear route to updates and honour communication times even when the investigation remains open.
Explore the Arabic in this conversation
Related grammar and vocabularyOpen Araqick guides connected to this conversation.
Lakinna and Lakin in Arabic: Two Patterns for But
لَكِنِّي لَا أُرِيدُ أَنْ أَسْتَنْتِجَ مِنَ الْجَدْوَلِ أَكْثَرَ مِمَّا يَسْمَحُ بِهِ
Use lakinna with an attached pronoun to qualify an intention without abandoning it.
Because in Arabic: Give a Reason with Lianna
لِأَنَّ الْمُطَابَقَةَ مَا زَالَتْ جَارِيَةً
Use lianna with its accusative noun to explain why missing notifications do not establish a user’s status.
Fa in Arabic Conditional Sentences: When the Result Needs Fa
إِذَا وَسَّعَتِ الْمُرَاجَعَةُ نِطَاقَ الْحَادِثِ، فَسَنُحَدِّثُ الْإِشْعَارَ فَوْرًا
Use fa to introduce a future response with sa- when describing a conditional update.
