Explore the critical role of empathy in vulnerability disclosure practices for software vendors in this 46-minute LASCON conference talk. Delve into the complexities of security advisories beyond standard templates and process maps, examining how decisions around information sharing, audience understanding, and customer support reflect team values. Learn from a real-world product security advisory case study, including cross-functional team collaboration and decision-making processes. Gain insights into successful practices, lessons learned, and recommendations for future security advisories and response strategies. Discover how empathy can preserve trust and enhance vulnerability disclosure processes, even though it's not explicitly mentioned in ISO 29147 standards.