What To Do In A Cyber Incident
When a cyber security incident strikes, effective communication becomes paramount. Not only does this help manage the crisis, but it also ensures stakeholders remain informed and reassured. Here's a comprehensive guide on how to handle external communications during a cyber security incident, especially relevant for small to medium-sized businesses.
Establish a Communication Plan
A pre-established plan helps ensure that all team members know their roles and that messaging is consistent and accurate. Determine who needs to be informed, including customers, partners, and regulatory bodies. Prepare template messages for different scenarios, which can be customised quickly during an incident. Then, clearly define who will be responsible for drafting, approving, and disseminating messages. Having a plan in place before an incident occurs is crucial. It ensures that your team can act quickly and efficiently, maintaining trust and credibility with your external stakeholders.
Be Transparent with Affected Parties
Prompt communication reduces the risk of rumors and misinformation spreading, and transparency can help maintain trust with customers and partners.
As soon as you identify a cyber attack, inform affected parties with an initial notification, even if you don’t have all the details. Keep stakeholders informed as new information becomes available. Regular updates show that you are actively managing the situation. Clearly communicate what you know and what steps you are taking to address the incident.
Transparency is key during a cyber security incident. By notifying affected parties promptly, you demonstrate responsibility and integrity.
Coordinate with Legal and PR Teams
Collaborating with legal and PR teams can help avoid potential pitfalls and ensure that your communications are effective and compliant. Seeking professional advice ensures that all communications are legally compliant and that all messages are professionally crafted to protect the company’s reputation.
Work with legal experts to ensure that your communications comply with relevant laws and regulations. Professional PR teams can help craft clear, reassuring messages that maintain the company’s reputation.
Use Multiple Channels
Using multiple communication channels ensures that your message reaches all affected parties and maintains consistency across platforms. Send emails to customers, partners, and stakeholders with detailed information about the incident. Post updates on your website and social media channels to reach a wider audience. Issue press releases if the incident is significant and likely to attract media attention.
Follow-up Afterwards
Following up after the incident helps restore confidence and demonstrates your commitment to continuous improvement. This demonstrates your commitment to resolving the issue and preventing future incidents and allows you to gather feedback and improve your response plan.
Conduct a review of the incident and your response. Identify any areas for improvement. Inform stakeholders about the steps you’ve taken to address the issue and prevent future incidents. Ask for feedback from stakeholders to understand their concerns and improve future communications.
Handling external communications during a cyber security incident is a critical aspect of incident response. By establishing a communication plan, notifying affected parties promptly, coordinating with legal and PR teams, leveraging multiple communication channels, and following up after the incident, you can manage the crisis effectively and maintain trust with your stakeholders.