Crisis Communication - Preparing for Cyberattack Challenges

What Happened

Cyberattacks are no longer a question of 'if' but 'when'. Organizations face increasing pressure from cybercriminals, necessitating a robust crisis communication plan. This plan should be developed in collaboration with the Chief Information Security Officer (CISO) to ensure effective response during cybersecurity incidents.

Key Elements of Crisis Communication

A solid crisis communication strategy comprises three fundamental elements:

• Preparedness: Organizations need a comprehensive crisis communication plan that outlines behavior and communication protocols, prepared content, and secure communication channels.
• Monitoring: Implementing internet monitoring allows organizations to gauge public perception during a crisis, enabling timely countermeasures against damaging publications.
• Relationship Building: Establishing strong relationships with key opinion leaders during normal operations can be invaluable during a crisis.

Consistent Messaging

To ensure a unified response during a crisis, a clear communication structure is essential. While the overall responsibility lies with management, the corporate communications department should lead crisis communication efforts. This ensures that messaging is consistent and timely.

Emergency Response Teams

Crisis communication teams should consist of individuals directly involved in communication decisions, while an extended team includes representatives from all departments to keep the entire organization informed.

Practical Considerations

Planning for crisis communication involves numerous practical aspects. For instance, organizations must identify locations for crisis meetings and ensure that alternative communication tools are available if traditional systems fail. This includes preparing documents and contact lists that can be accessed without internal IT networks.

Establishing a Darksite

In the event of a cyber crisis, organizations should activate a 'darksite'—a pre-prepared webpage that provides essential information to customers, partners, and the public when the main website is down. This site can help maintain communication and trust during a crisis.

Ongoing Communication

Continuous updates on the crisis and recovery efforts should be posted on the darksite, along with contact information for affected parties. A designated team member should be responsible for managing this site.

Multi-Stage Communication

Effective external communication requires that media and social network users receive information from a single source. Only designated, experienced communication staff should handle media inquiries to ensure clarity and consistency.

Prepared Statements

Organizations should have prepared statements ready to be issued immediately upon the onset of a crisis. These statements should express a commitment to open communication, even if specific details about the incident are not yet available.

Active Information Release

As soon as the cause and extent of the crisis are known, organizations should actively inform stakeholders with key messages. Prepared press releases can expedite this process and help manage public perception.

Alternative Tools for Press Work

During active communication, organizations must consider that internal systems may be unavailable. Utilizing cloud solutions can help maintain access to essential data, while critical contact information should also be kept in physical format.

Continuous Updates

Follow-up press releases should provide additional information about the incident and outline the anti-crisis strategy. As the situation evolves, further updates can help build trust and transparency with stakeholders.

Crisis Communication Handbook

A crisis communication handbook should be part of a broader emergency manual, detailing all aspects of crisis management. It should include definitions of crises, responsibilities, member lists, processes, communication channels, and templates for documentation.

Annual Testing

Just like fire drills, organizations should conduct annual exercises to practice crisis communication in response to cyberattacks. This ensures that all measures are effective and that teams are prepared to respond appropriately.