7 proven strategies for cyber crisis management communication

2023 witnessed a shocking increase in the frequency and cost of cyberattacks worldwide, as the Identity Theft Resource Center reported 2365 cyberattacks.

At the same time, IBM’s 2023 Cost of a Data Breach Report shows that the average cost of a cyberattack has risen to $5.13 million, which represents a 13% increase from 2022.

This underscores the overarching need for secure and infallible crisis management communication channels.

This blog post emphasizes the increasing risks associated with unsecured communication channels. It also focuses on how business leaders can enhance communication security by migrating to highly secure communication platforms.

What is crisis management, and why is secure communication vital?

Crisis management in organizations involves anticipating, assessing, developing plans for, and responding to any potential crisis, such as data breaches, cyberattacks, misinformation or public relations crises, regulatory compliance failures, service outages, and internal conflicts.

Among these, cyberattacks remain one of the major and frequent disasters.

Reports predict a 15% annual growth in global cybercrime costs, escalating from $3 trillion in 2015 to $10.5 trillion by 2025.

This can be primarily attributed to increasing digital integration, remote work, and dependence on digital infrastructure that often relies on unreliable communication security systems. It also means leaders must take proactive measures to ensure their organizational infrastructure is out of harm’s way.

Why is secure communication critical?

Every second counts in crisis management. So, having secure, standalone, and encrypted messaging apps is extremely crucial. These privacy-focused and secure messaging platforms are purpose-built for private and real-time communication without risking exposure, even during a cyber security breach.

BCI notes that about 70.5% of organizations use digital tools to manage communications during crises. Also, 85.9% of respondents prioritize the ability of digital tools to quickly alert and organize large groups during crises.

Here are a few reasons why secure communication platforms are critical during an active cyber crisis incident:

Enables faster activation of crisis communication plans.
Data privacy is maintained through robust access control.
Secure collaboration apps help maintain trust between companies and stakeholders by preventing leaks.
Helps military and healthcare organizations comply with the legal requirements of guidelines like GDPR and HIPAA, improving cyber resilience and reducing the risks of legal repercussions in a cyber incident.

6 critical risks of unsecured channels

With 45% of global organizations facing third-party-related business disruptions, companies must focus on strengthening their crisis management communication and response time.

Unsecured communication channels pose significant risks to organizations, particularly as digital communication becomes imperative. Here are 6 major risks associated with using unsecured channels:

1. Data breaches

Unsecured channels can lead to unauthorized access to sensitive information, resulting in data breaches. This can compromise confidential data, including customer information and proprietary business secrets, leading to financial losses and reputational damage.

2. Loss of confidentiality

When communication occurs over unsecured channels, the confidentiality of conversations is at risk. Sensitive discussions can be intercepted by malicious actors, exposing organizations to potential legal liabilities and loss of trust from clients and partners.

3. Regulatory non-compliance

Many industries are subject to strict regulations regarding data protection and privacy. Using unsecured channels can violate these regulations, resulting in hefty fines and sanctions against the organization.

4. Increased vulnerability to phishing attacks

Unsecured communication channels are often targeted by phishing attacks, where attackers impersonate trusted sources to steal sensitive information. Employees may be more susceptible to such attacks if they lack secure communication practices.

5. Reputational damage

A breach or failure in communication security can severely damage an organization's reputation. Stakeholders may lose confidence in the organization's ability to protect their data, leading to a decline in customer loyalty and potential loss of business.

6. Operational disruption

Unsecured channels can lead to misinformation and confusion during critical situations, such as crises or emergencies. This can disrupt operations and hinder effective decision-making, ultimately impacting the organization’s ability to respond promptly and efficiently.

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7 strategies to build effective crisis management communication

Now, let’s explore some of the major strategies that will help business owners and IT professionals improve communication during a crisis.

1. Establish a crisis communication team

Form a dedicated team responsible for managing all communications during a crisis. This team should include key decision-makers and a spokesperson who can handle media inquiries.

For instance, during the Colonial Pipeline ransomware attack in 2021, the company had to quickly assemble a team to manage public fear and operational challenges.

2. Develop a crisis communication plan

Create a comprehensive plan outlining how to communicate with stakeholders during a crisis. This plan should include key messages, communication channels, and contact information for the crisis team.

The University of California, San Francisco's response to a ransomware attack in 2020 involved careful planning to maintain transparency without causing panic.

3. Communicate honestly and consistently

Ensure that all communications are transparent and consistent. During the COVID-19 pandemic, Marriott International's CEO, Arne Sorenson, exemplified authentic leadership by addressing employees and stakeholders in a video, which helped maintain trust and loyalty.

4. Utilize multichannel communication systems

Employ various channels such as social media, email, SMS, and public address systems to reach different audiences effectively. Spartanburg Community College used a multichannel system to notify over 22,000 people within 10 minutes during a tornado emergency, ensuring safety through rapid communication.

5. Monitor and engage with public feedback

Interact with the public by monitoring feedback and addressing rumors or misinformation promptly. In 2022, Slack's response to a service outage involved providing regular updates via multiple platforms, which helped maintain user trust by being transparent about the issue.

6. Leverage social media

Use social media strategically for quick information dissemination and engagement. KFC's humorous response to a supply chain issue in the UK became iconic for its effective use of humor and humility on social platforms, reaching millions.

7. Evaluate and learn from the crisis

After resolving the crisis, assess your communication strategy to identify strengths and areas for improvement.

Johnson & Johnson's handling of the Tylenol crisis in 1982 set a benchmark for transparency and decisive action, which has been studied extensively as an example of effective crisis management.

Why Rocket.Chat is a suitable tool for crisis management communication

Rocket.Chat is a suitable tool for crisis management communication for several reasons:

Security and data privacy: The tool offers end-to-end encryption (E2EE), ensuring that only authorized users can access sensitive communications, which is critical during crises.
Integrated VoIP calling: The platform includes VoIP functionality, allowing teams to make and receive calls seamlessly within the application, facilitating quick coordination during emergencies.
Real-time collaboration: With features like instant messaging, file sharing, and video conferencing, Rocket.Chat enables real-time communication.
Customizable notifications: Users can set specific alerts for important channels, ensuring that critical updates are prioritized and not missed during high-pressure situations.
AI integration: Rocket.Chat's AI capabilities can summarize discussions and retrieve relevant information quickly, enhancing situational awareness and decision-making during crises.
User-friendly interface: The redesigned navigation simplifies access to essential tools and conversations, making it easier for teams to manage communication in stressful environments.
Data sovereignty: Organizations can host Rocket.Chat on-premise, maintaining complete control over their data and ensuring compliance with regulatory requirements during crises.
Scalability: The platform can accommodate teams of any size, making it suitable for organizations ranging from small startups to large enterprises facing crises.

Key takeaway

Effective crisis management communication is fundamental in averting cyber threats and potential risks. It is not just about controlling the crisis – it’s about building a strong communication strategy that prepares organizations for similar future challenges.

As the BCI report suggests, 81% of organizations now use SaaS platforms for emergency communications, surpassing traditional on-premise solutions.

To be future-ready, organizations must invest in a cloud-based, AI-powered, encrypted collaboration platform like Rocket.Chat. By facilitating real-time response protocols, companies can develop and utilize robust crisis management strategies quickly and efficiently.

To learn more, book a demo today.