What role does communication play in an effective security incident response?

Communication is critical to the incident response process. Being able know where an asset is located and who the owner is so you can contact them to start the incident response process. In extreme cases you may need to bring in attorneys, HR and public relations, depending on the severity of the situation. You may also need sysadmins, network folks and other technical specialists such as DFIR practitioners. Communications can be through phones, phone bridges, video webinar apps and messaging applications.

Defining asset owners and stakeholders is critical as more often than not Cyber security incident would concern an asset with an owner outside of IT security hierarchy. Well defined and updated asset ownership reduces time to respond . Losing time in identifying the right owner is unfortunately biggest cause of delay in most of cyber security incidence response and remediation

The key to effective communications, for any event, is to ensure you’ve mapped out critical and key components of IT and processes in an end-to-end value chain, with owners. If set up correctly, there is no thinking involved, knowing what’s impacted will ensure your message is targeted and specific to the right stakeholders.

A good rule of thumb is to not wait until you have an incident to then decide who you are going to communicate the information to. Incident communication will involve many different types of stakeholder groups. These stakeholders should be documented in both incident response plans and the crisis communication plan. Multiple types of communication templates should be developed to satisfy both non-technical and technical audiences. All external communications should always be handled by a corporate communication team with approval from privacy and legal. Typical audiences of these reports are CISO, C-Suite, Crisis Team, Legal, Privacy, Comms/PR, and the Board of Directors.

Communication is the crucial thread that weaves together various components of a coordinated strategy. Timely and transparent communication ensures that all relevant stakeholders are well informed, allowing for swift decision-making and a unified response. Responders must exchange real-time information to understand the nature and scope of the threat, enabling them to implement targeted countermeasures. Clear communication also fosters collaboration among different teams, such as IT, legal, etc, ensuring a synchronized effort to mitigate the impact of the incident. Additionally, communicating with external parties, such as law enforcement or regulatory bodies, helps maintain compliance and facilitates a seamless exchange of critical data.

Involve your legal and compliance teams when choosing communication channels. Certain businesses have regulatory requirements to consider. For example: - Have your customers agreed to receive communications electronically? If not, you may be required to send a physical notice to them. - Do you need to document communications for liability purposes or for use as evidence in the event of legal proceedings? - What are the legal, security, or privacy risks associated with making a public statement vs. sending a private notice only to affected consumers? In short: Communication channels matter, not just for timeliness or tone, but for compliance reasons, as well.

A good Communication / Engagement plan would help to achieve better response time between different teams , customers, stakeholders for providing awareness about security incidents and acknowledgement.

Choosing the right communication channel is crucial for effective messaging, considering some factors like urgency and sensitivity, Imagine, you're a marketing manager deciding whether to use email or social media to announce a new product launch to your target audience. Let’s say it’s just like choosing a tool for a job.

The Contact List should specify the means of communication, including according to urgency. This must be chosen wisely. For example, in the case of a compromise of the organization's network, and particularly of e-mail, it is not the case to use that medium to communicate the incident. Often having worked in large-scale compromise cases, we had parallel and alternative communication systems to the official ones. In addition to this, two elements must be considered: immediacy/synchronicity versus tracking, as well as confidentiality.

We should really only be using email, video, or a press release. While social media sounds like a good idea, it could easily lead to misinformation due to the way users handle things on social media sites, such as the comments they make or things they may add when sharing. Phone and chat are both less professional and more easily missed. However, a video chat, especially one that is recorded, is a great option if time is of the essence. This way, you can convey the necessary information clearly, have it documented, and ensure that it reaches the intended audience effectively. It also allows for interactive communication while maintaining a professional tone.

This is pretty much the most important thing in the world of cybersecurity. Having a well-structured and well-practiced communication plan can make all the difference in effectively managing and mitigating the impact of a security incident. It ensures that everyone involved knows their role and responsibilities and follows a standardized process, reducing the risk of errors, miscommunication, and chaos during a crisis. A communication plan not only helps in addressing the technical aspects of an incident but also ensures that the right information is communicated to the right people in a timely and consistent manner, which is crucial for maintaining trust and minimizing damage to your organization's reputation.

Defining a plan is not meant to be just paperwork, but a tool that needs to be continuously revised and adjusted. A well defined plan needs to be tested regularly, needs to be practiced by all the people involved, and needs to take into account constant evolutions from inherent risks. There may be different plans for different scenarios. Again, the CISO/CIO needs senior management sponsorship, as this plan can have extreme consequences, depending on the Organization's mission. COVID was a great example. Most organizations were in need to improvise, rather than responding. Cybersecurity issues were on the rise, and some plans were deemed obsolete.

Time is of essence. Follow the security incident response plan meticulously. Initiate communication promptly, notifying relevant stakeholders according to the predetermined escalation procedures. Clearly outline incident details, impact, and ongoing mitigation efforts. Utilize designated channels for technical and non-technical audiences, ensuring clarity. Regularly update stakeholders on progress and resolution timelines. Foster collaboration and transparency to maintain trust. Post-incident, conduct a thorough communication review to refine future response strategies. Adhering to these steps ensures a cohesive, timely, and well-managed communication approach during security incidents.

Cyber incident simulations are pivotal in testing the effectiveness of communication in incident response and using the incident response plan. By simulating an event, organisations can evaluate a team's preparedness and communication effectiveness. Effective communication is key to swift and effective response. Simulations reveal communication breakdowns, ensuring teams can quickly share vital information, collaborate efficiently, and make informed decisions in actual events. By refining communication protocols through rehearsals, organisations bolster their resilience against cyber threats and enhance their crisis management capabilities.

Most security teams have incident response plans and a playbook. This should be the first stop for a communications team. Figure out how your company’s security team plans to approach an incident and the channels they must utilize, and determine how a communications plan fits into that strategy. The security team should also provide your team with strategic insight into your organization’s threat model and the types of incidents that are most likely to occur. This will help you tailor your response playbook and save you invaluable time during an actual incident response.

Effective communication is paramount in incident response. It serves as the linchpin for successfully managing security incidents. Under extreme stress, it acts as a lifeline, facilitating command and control of response teams and informing executive management. Internally, it ensures everyone is on the same page, minimizing confusion and errors. Externally, it aids in managing the organization’s reputation, providing transparency to stakeholders and limiting reputational damage. In summary, effective communication is the foundation of a coordinated and efficient response to security incidents, both internally and externally.

While we need to stay concise, it's essential not to take that too far, as it can be easy to leave out key details when you do. Achieving the right balance between being concise and providing enough information is crucial, especially in the context of security incident response. You want your message to be clear and easily digestible, but not at the expense of omitting critical facts or context that could be vital for understanding the situation and taking appropriate actions. Conciseness should serve clarity, not hinder it.

Concrete steps to follow. Craft messages with a clear structure, providing key details without unnecessary complexity. Use plain language, avoiding technical jargon for non-technical stakeholders. Prioritize brevity while ensuring completeness. Clearly define roles, responsibilities, and timelines. Regularly update stakeholders with succinct summaries of the incident's status and progress. Employ visuals or bullet points for clarity. This approach ensures that communication is easily understood, enabling a more effective and coordinated response to security incidents.

By being clear and concise in my communication, I can help to ensure that everyone involved in the incident response understands the situation and can take the appropriate actions. In addition to being clear and concise, it is also important to be timely and accurate in my communication during a security incident response. I will keep everyone informed of the latest developments and provide accurate information about the incident. I will also be honest about the situation and the potential impact on affected individuals and organizations.

Ethical, transparent, and concise messages. Speak your customer's language; this does not mean only idioms but context. A non-tech person doesn't need our sourcery recipe.

Many companies take the approach of not being honest or transparent because of the fear of embarrassment and potential legal or regulatory consequences. The one thing you can’t do is wait for a breached entity to let you know whether you were affected. You have to be proactive, follow reputable news sources, and keep those companies accountable.

Honesty and transparency are non-negotiable in cybersecurity. If you're involved in an incident, be honest—even if it's partly your fault. The consequences of dishonesty are far worse. Failing to be honest erodes trust and could lead to lawsuits. In this field, honesty and transparency are vital for trust and credibility, critical for successful incident response, and maintaining long-term business relationships.

Prioritize honesty and transparency while being cognizant of timeliness. Acknowledge the issue promptly, admitting mistakes if applicable. Provide real-time updates on the incident's status and steps taken for resolution. Clearly communicate the impact and potential risks. Be proactive in sharing information, and avoid withholding critical details. Ensure consistent messaging across all channels. Speed is crucial, but accuracy should not be compromised. These principles build trust, maintain credibility, and foster a united, informed response to security incidents.

Honesty and transparency are paramount in effective security incident response. Openness about the incident builds trust with stakeholders and fosters cooperation. Concealing information can lead to distrust and hinder resolution efforts, potentially exacerbating the impact of the incident.

Think of a natural disaster and how the government inform their citizens quickly and clearly. The industry is full of examples of bad communication during incidents or disasters. Craft some messages, test during your table-tops, and involve your customers, who will be ultimately involved in the case of an incident.

This, 1000% should be your MO throughout your communications, whether you're in incident response crisis mode or speaking to an end user because they've clicked for the 100th time. The curse of knowledge is real in our industry, and this often shows its ugly head by teams acting like the end users (customers) we get to serve are "stupid" or "ignorant" because they didn't understand something we enforced. This is a problem, and it pushes others away from our messaging and mission of protecting organization and customer data and projecting user information. Guiding, teaching, and enforcing all go hand in hand. Practicing influence will get you farther in this career vs. relying on the old "do it because we say so" model.

Express your concern and apology. Acknowledge the impact of the security incident and apologize for any inconvenience or disruption. Let your audience know that you are concerned about their well-being and that you are committed to resolving the incident as quickly as possible. Offer your support and assistance. Let your audience know that you are there to support them and to help them through the incident. Offer to provide them with information, resources, and assistance as needed.

Remember that you and your company are almost never the only ones hurt by these kinds of attacks. Your employees, their families, your audience, and your business partners are all also affected. It's important to show that you care about these things and understand that these people are also hurting. Demonstrating empathy and respect can go a long way in building and maintaining trust and goodwill during a security incident.

Empathy and respect are foundational in security incident response. By recognizing the emotions and viewpoints of those affected, and treating them with politeness and professionalism, you build trust and cooperation. Listen actively, express genuine concern, apologize when necessary, offer support, and express gratitude for their patience. These qualities foster positive relationships and mitigate potential frustration or dissatisfaction, ultimately leading to more effective incident resolution.

It’s all about crisis communications. You have to manage the narrative and ensure accurate, timely information reaches every key stakeholders. The goal must be to mitigate damage, maintain customer trust, and ensure all teams are aligned in their efforts to resolve the issue. And involve law enforcement as soon as possible. Messages should be clear, concise, and consistent across all channels. It’ll manage panic and ensure misinformation doesn’t spread. Transparency is key. Stakeholders will be more forgiving if they feel in the loop and that the organization is taking responsible steps to manage the situation. Being well-prepared, proactive, and having a trained team in place, will make a difference in the outcome of a cyber incident

Establish out-of-band comm channels that are proven secure i.e. Signal. Threat Actors have been observed to monitor Slack, Teams, etc.. You may be discussing an active incident under the watch of the threat actor and they have been observed to pivot based on responses

I find that most communications teams overlook this crucial piece of the incident response puzzle. The reporters who typically cover your industry or your company are not the reporters who will cover your breach. There is a cyber beat, and it is made up of reporters who know the industry and the threats inside and out. They are smart, and they have resources at their disposal. Your run-of-the-mill holding statement will not stop these reporters from going out and uncovering what you have failed to tell them. Transparency is key. The best way to turn a data breach into a PR nightmare is to lie or withhold important information. It will come out eventually. To avoid this, get to know these reporters, and build relationships with them.

Use clear and concise language. Avoid using jargon or technical terms that your audience may not understand. Be honest and transparent. Don't try to sugarcoat the situation or hide important information from your audience. Be responsive to feedback. Listen to your audience's concerns and questions and respond to them promptly. Be patient and understanding. It may take time for your audience to trust you and to recover from the incident.

In my experience even the best of communicators with all good intentions can aggravate the situation. Accepting, foremost that you aren’t in a position to always know the nuances, communicate with someone who would likely have the bigger picture. The well meaning colleague who wants to call the family of a victim saying they’d be more receptive to hearing it from me can lead to far graver consequences. Therefore always identify ahead of the time someone who will take the lead to communicate upwards downwards outwards inwards.