{"id":4564,"date":"2021-07-19T15:05:52","date_gmt":"2021-07-19T20:05:52","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=4564"},"modified":"2021-07-19T15:05:52","modified_gmt":"2021-07-19T20:05:52","slug":"why-your-cybersecurity-incident-response-plan-needs-to-include-crisis-communications","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/why-your-cybersecurity-incident-response-plan-needs-to-include-crisis-communications\/","title":{"rendered":"Why Your Cybersecurity Incident Response Plan Needs to Include Crisis Communications"},"content":{"rendered":"

\"AIn her book \u201cData Breaches: Crisis and Opportunity\u201d (excerpted here by Informit<\/a>) Sherri Davidoff describes how Uber got hacked in 2016 and decided to keep the incident quiet. The company\u2019s CEO resigned the following year in response to a scandal unrelated to the data breach, and the new CEO finally issued a statement about the \u201c2016 Data Security Incident\u201d in November 2017.<\/p>\n

The revelation that the company had concealed a leak that involved the personal information of hundreds of thousands of drivers and millions of Uber users was met with indignation and class-action lawsuits. Government officials also responded: The state attorney general of Pennsylvania sued the company for violating state data breach notification regulations, and localities including Chicago, Los Angeles and Washington State filed lawsuits as well. Uber\u2019s decision to stay silent about the breach for so long was as much a source of outrage as the incident itself.<\/p>\n

Effective communication is essential in any relationship, including the connections formed between companies and their clients. This is especially true in times of crisis, such as in the wake of a cybersecurity incident that exposes your customers\u2019 personal information. Withholding information, sending conflicting messages or failing to adequately answer consumers\u2019 questions following a data breach could have a lasting and disastrous impact on your brand. The Uber incident is just one example of the consequences of not communicating with stakeholders properly following a data breach<\/a>.<\/p>\n

To avoid that kind of catastrophe, you must include crisis communications in your cybersecurity incident response<\/a> plan. It\u2019s not enough to plan for threat analysis, containment and remediation. You also need to have a comprehensive public relations strategy in place to reassure key stakeholders and preserve your reputation as much as possible.<\/p>\n

How to Craft a Cybersecurity Incident Response Crisis Communications Plan<\/h2>\n

To ensure your brand isn\u2019t tarnished and you don\u2019t lose clients following a security incident, you\u2019ll want to create a thorough crisis communications plan as part of your overall incident response plan. Here are some tips for building a solid strategy.<\/p>\n

1. Assemble a crisis response team that represents your entire organization. <\/strong>You\u2019ll want input from not only IT and security experts but also your legal, communications and customer service teams, according to the Kaspersky article \u201cWhy now is the right time to plan your incident response communication<\/a>.\u201d<\/p>\n

Additionally, everyone should have a clearly defined role (e.g., getting your employees up to speed or informing customers) so they can act ASAP if an incident occurs, according to the Secureworks white paper, \u201cThe Criticality of Crisis Communications in a Data Breach Response Plan<\/a>.\u201d<\/p>\n

2. Identify internal and external stakeholders you must inform in the event of a data breach. <\/strong>You\u2019ll want to brief your staff members as well as clients, investors, the media and any relevant government agencies on what happened, according to Secureworks. Consider the sort of messaging you\u2019ll leverage for each group and the parts they play in your recovery efforts. Designate a member of your response team to handle communication with each group of stakeholders.<\/p>\n

3. Give a detailed explanation of the incident. <\/strong>Your communications about a data breach should offer an in-depth explanation of what occurred, how it affects your stakeholders, and what you\u2019re doing to fix it and ensure it doesn\u2019t happen again, according to Kaspersky. Your security team can provide comprehensive information about incident resolution and damage mitigation efforts.<\/p>\n

4. Identify the channels you\u2019ll use to inform each group of stakeholders about the incident. <\/strong>Some options include phone calls, emails or an online announcement, according to Davidoff. Many companies today utilize a hybrid approach that involves sending paper mail and emails to alert affected individuals as well as maintaining an online FAQ and a call center for customers seeking information. If hackers compromise internal email and unified communications, you\u2019ll need an alternative secure method for alerting and informing your employees, such as encrypted messaging, Kaspersky explains.<\/p>\n

Additionally, crisis communication should be an ongoing process. After the additional notification process, keep your stakeholders updated as new information comes to light, as advised by the Institute for Public Relations article \u201cAfter Disaster: Five Tips for Handling a Data Breach<\/a>.\u201d<\/p>\n

5. Apologize sincerely. <\/strong>Following a security incident, you should issue an earnest apology as soon as possible and show empathy for the people affected by the breach, as well as letting them know what they can do to minimize the damage done to them personally, according to the Institute of Public Relations.<\/p>\n

Ultimately, it\u2019s possible to bounce back with minimal damage to your brand after a cybersecurity incident \u2013 but doing so requires thoughtful planning. Don\u2019t wait until you\u2019re already dealing with a breach to think about crisis communications.<\/p>\n

If you need assistance with incident response, including public relations strategy, our team is available to help you. We offer comprehensive cybersecurity incident response services<\/a> including crisis handling guidance. For details, just give us a call at 877-599-3999 or email sales@stratospherenetworks.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

In her book \u201cData Breaches: Crisis and Opportunity\u201d (excerpted here by Informit) Sherri Davidoff describes how Uber got hacked in 2016 and decided to keep the incident quiet. The company\u2019s CEO resigned the following year in response to a scandal … Read more ><\/span><\/a><\/p>\n","protected":false},"author":5,"featured_media":4565,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[261],"tags":[],"class_list":["post-4564","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tech-tips-from-the-president"],"yoast_head":"Crisis Communications and Your Cybersecurity Incident Response Plan<\/title>\n<meta name=\"description\" content=\"Your company could face significant reputation damage if you don\u2019t include crisis communications in your incident response plan.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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