Cybersecurity experts tell organizations that the question is not if they will become the target of a cyberattack but when. Often, the focus of response preparedness is on the technical aspects — how to stop the breach from continuing, recovering data and getting the business back online. While these tasks are critical, many organizations overlook a key part of response preparedness: crisis communication.
Because a brand’s reputation often takes a significant hit, a cyberattack can significantly affect the company’s future success and revenue. However, effective crisis communication helps increase customer trust in your business’s ability to recover and manage the issue. By preparing for crisis communication before an incident and then following a solid plan, you can steer your organization through the storm.
How to plan your cybersecurity crisis communication
Successful crisis communication begins well before any cybersecurity incident begins. Some companies include cybersecurity crisis communication as part of their overall disaster recovery plan, while other businesses have a standalone plan.
Melanie Ensign is the founder and CEO of Discernible, a multi-disciplinary Communications Center of Excellence for security, privacy and risk teams. Ensign says that many companies sleep on security until something goes wrong and then they are trying to earn the benefit of the doubt in an unfavorable environment.
“When I work with clients, I ask them if something were to happen tomorrow, what would you want to be able to say? What do you wish was true, that you would be able to say in response to this incident?” says Ensign. “They tell me how they want to show up as a company, what values and characteristics they want to expres ..
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