How can you improve incident coordination and communication on your team?

1 Define roles and responsibilities

The first step is to define the roles and responsibilities of each team member, as well as the escalation and reporting procedures. This will help avoid confusion, duplication, or omission of tasks, as well as ensure accountability and transparency. You can use a standard framework, such as the National Institute of Standards and Technology (NIST) Incident Response Team Roles, or customize it according to your organization's needs and capabilities.

2 Establish communication channels and tools

The second step is to establish the communication channels and tools that your team will use during an incident. These may include email, phone, chat, video conferencing, ticketing systems, incident management platforms, or other tools that suit your team's preferences and requirements. You should also define the frequency, format, and audience of communication, such as status updates, alerts, reports, or briefings. You should also have backup or alternative communication methods in case of disruptions or compromise.

3 Develop communication protocols and templates

The third step is to develop communication protocols and templates that will guide your team's communication during an incident. These may include standard operating procedures, checklists, scripts, forms, or templates that will help your team communicate clearly, consistently, and accurately. You should also have a communication plan that outlines the objectives, messages, and strategies for communicating with different stakeholders, such as management, customers, or regulators.

4 Train and test your team

The fourth step is to train and test your team on the communication skills and tools that they will need during an incident. You should conduct regular training sessions, drills, or exercises that will help your team practice their communication roles and responsibilities, as well as familiarize themselves with the communication channels and tools. You should also evaluate your team's performance and feedback, and identify areas for improvement or refinement.

5 Document and review incidents

The fifth step is to document and review incidents that your team has handled or participated in. You should record the details, actions, outcomes, and lessons learned from each incident, and store them in a secure and accessible location. You should also conduct post-incident reviews or debriefs that will help your team analyze and evaluate their communication strengths and weaknesses, as well as identify best practices or recommendations for future incidents.

6 Update and improve communication processes

The sixth step is to update and improve your communication processes based on the feedback, findings, and lessons learned from your documentation and reviews. You should revise or refine your communication roles and responsibilities, channels and tools, protocols and templates, and training and testing methods as needed. You should also communicate the changes and improvements to your team and other stakeholders, and solicit their input and suggestions for further improvement.

By following these six steps, you can improve incident coordination and communication on your incident response team, and enhance your team's efficiency, effectiveness, and resilience in the face of cyber incidents.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?