82. Incident Response: Crisis Management and Communication
Lesson Overview:
In the complex digital landscape of today, a cybersecurity incident is not a question of “if” but “when”. The ability of an organisation to properly manage and communicate during a crisis, therefore, becomes a critical facet of every robust cybersecurity policy. This lesson seeks to delve deeper into this very aspect of ‘Incident Response: Crisis Management and Communication’.
Section 1: Defining Incident Response and Crisis Management
Incidence response essentially refers to an organisation’s process of handling and managing the aftermath of a security breach or cyber attack, with the aim of limiting damage and reducing recovery time and cost.
Crisis management, on the other hand, while closely linked, is a broader term. This involves identifying threats to an organisation (which includes but are not limited to cyber threats), and ensuring that the organisation is equipped to prevent, respond to, and recover from any disruptions these threats may cause.
Section 2: Incorporating Crisis Management Within Incident Response
Effective Incident Response necessitates elements of crisis management, and these should be considered in various stages of an Incident Response Plan (IRP):
1. Preparation: Regular risk assessments should be conducted to identify vulnerabilities and potential threats. Contingency plans should be formulated based on these assessments.
2. Identification and Reporting: Employees should have channels to report potential incidents and clear guidelines provided on when and how to do so.
3. Containment and Erosion: Outline the immediate steps to be taken post-incident to mitigate its effects.
4. Recovery: Steps to restore systems and resume normal operations post-incident, ensuring minimal downtime.
5. Post-Incident Analysis: Perform a thorough analysis of the incident and the effectiveness of the executed response to extract learnings and revisions necessary for updating the IRP.
Section 3: Crisis Communication in Incident Response
Crisis communication refers to how information is exchanged before, during, and after an unexpected event, internally to staff and stakeholders and externally to customers and the public. It is a vital component of effective crisis management and incident response for the following reasons:
1. Minimises Rumour: In the absence of accurate information, stories will fill the void, possibly causing more harm than the incident.
2. Maintains Reputation: With the ability to publicly admit and address the incident effectively, trust in your organisation’s honesty and reliability is reinforced.
3. Facilitates Incident Management: Streamlines internal and external communication, allowing for the incident to be handled more efficiently.
A few key elements to consider for effective crisis communication:
1. Honesty and Transparency: Be upfront about what has happened, what the potential effects are, and how those affected can protect themselves.
2. Timeliness: The faster you can report an incident, the less time for speculation and harm.
3. Responsibility: Acknowledge the incident and assure stakeholders you are taking steps to mitigate its effects and prevent a recurrence.
4. Consistency: Deliver clear, consistent messages to all stakeholders, ensuring everyone has the same understanding.
5. Being Prepared: Rehearse possible scenarios and responses in advance to be able to communicate information quickly and accurately when needed.
Section 4: Incident Response, Crisis Management and Law Compliance
With regulations like GDPR, the need to implement effective incident response and crisis management is not only necessary but obligatory. Companies should familiarise themselves with local laws and regulations concerning data breaches and ensure their processes in place comply.
Conclusion:
While the above points delve into incident response, crisis management and communication in principle, each organisation and industry may have specific risks and requirements. Therefore, it is essential for each organisation to adapt these guidelines to their operational context. Developing robust plans, deploying advanced security technologies, providing regular training, and cultivating a culture of compliance can take you a long way in managing a cyber-crisis effectively.
Further recommended reading:
1. Gartner’s Research on Crisis Management: https://www.gartner.com/en/information-technology/glossary/crisis-management
2. ISO 27001 Information Security Management Systems: https://www.iso.org/isoiec-27001-information-security.html
3. UK Government’s Cyber Incident Response Guidelines: https://www.gov.uk/government/publications/cyber-incidents-how-to-prepare-and-respond
