You're managing a network security incident. How can you keep stakeholders informed in real-time?

1 Incident Briefing

As soon as an incident is detected, create an initial briefing. This document should outline the nature of the incident, the systems affected, and the potential impact. Transparency is key; admitting that not all details are known yet but will be shared as they become available can help maintain stakeholder confidence. Use non-technical language to ensure all stakeholders, regardless of their IT knowledge, understand the situation.

2 Communication Plan

Develop a communication plan that outlines how updates will be shared. This plan should identify who will communicate with stakeholders, through what channels (such as email, internal messaging systems, or dedicated incident response platforms), and at what frequency. Regular updates reassure stakeholders that the incident is being managed and prevent the spread of misinformation.

3 Real-Time Tools

Leverage real-time communication tools like instant messaging apps or collaboration platforms to provide immediate updates. These tools can be used to send out quick alerts, share documents, and facilitate discussions among response teams and stakeholders. Ensure that all parties have access to these tools and understand how to use them for efficient communication during the incident.

4 Incident Hotline

Consider setting up a dedicated hotline or help desk for the incident. This allows stakeholders to ask questions and receive information directly from a knowledgeable source. The hotline should be staffed by individuals who are briefed on the incident and capable of providing accurate, up-to-date information while also recording stakeholder concerns.

5 Status Reports

Compile regular status reports that provide a snapshot of the current situation, actions taken, and next steps. These reports should be clear and concise, offering stakeholders a comprehensive view of the ongoing response efforts. They can be distributed through email or made available on a secure internal website, ensuring that stakeholders can easily access the latest information.

6 Feedback Loop

Establish a feedback loop to gather input from stakeholders. This can be done through surveys, direct emails, or virtual meetings. Listening to stakeholder concerns and suggestions not only improves the incident response process but also fosters a sense of involvement and partnership. Addressing their feedback in subsequent communications shows that their input is valued and considered.

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?