How do you communicate with stakeholders and customers during a ransomware incident?

1 Assess the impact

The first step is to assess the impact of the ransomware attack on your servers. How many servers are affected? What data and services are compromised? How long will it take to recover? You need to gather this information as quickly and accurately as possible, so you can inform your stakeholders and customers about the situation and the actions you are taking. You may need to work with your IT team, security experts, or external consultants to get a clear picture of the damage and the recovery plan.

2 Identify your audience

The next step is to identify your audience and tailor your communication accordingly. You may have different groups of stakeholders and customers who need different levels of detail and frequency of updates. For example, you may need to inform your senior management, board, regulators, partners, vendors, employees, and media about the incident and its impact on your business. You may also need to notify your customers, especially if their data or service is affected by the ransomware attack. You should segment your audience and prioritize the most critical and sensitive ones, such as those who have contractual or legal obligations, or those who may suffer financial or reputational losses.

3 Choose your channels

The third step is to choose your channels and methods of communication. Depending on your audience and the urgency of the message, you may use different channels, such as email, phone, text, social media, website, or press release. You should also consider the security and reliability of the channels, as some may be compromised or unavailable due to the ransomware attack. You should use multiple channels to reach your audience and avoid relying on a single one. You should also have a backup plan in case your primary channel fails or is hacked.

5 Provide support and guidance

The fifth step is to provide support and guidance to your stakeholders and customers. You should empathize with their concerns and frustrations, and apologize for any inconvenience or harm caused by the ransomware attack. You should also offer them any assistance or resources that they may need, such as alternative ways to access your services, contact information for support staff, or instructions on how to protect their data or devices. You should also advise them on how to avoid falling victim to phishing or other scams that may exploit the ransomware incident. You should show them that you care about their well-being and satisfaction, and that you are working hard to resolve the issue.

6 Learn and improve

The sixth step is to learn and improve from the ransomware incident. After you have recovered your data and systems, and communicated with your stakeholders and customers, you should conduct a thorough analysis and evaluation of the incident. You should identify the root causes, the strengths and weaknesses of your response, and the lessons learned. You should also implement any changes or improvements that are needed to enhance your security, backup, recovery, and communication processes. You should also share your findings and recommendations with your stakeholders and customers, and thank them for their patience and support.