What are the best methods for incident response team communication?

Create an Incident Response Plan (IRP) that clearly outlines roles & responsibilities, capabilities, service levels agreements (SLAs), communications, and chain of command. The security team should take point on generating this plan with the collaboration of other key stakeholders (IT, Public Relations, C-Suite, etc.). This results in a more comprehensive plan that is familiar to those that would be involved during an incident and ensures buy-in. IRPs should be reviewed at least annually. Stakeholders leave organizations, capabilities/scope may change, chain of command fluctuates. If an IRP is found to be incorrect during an incident it's often tossed aside. This results in lots of gaps and often tremendous pressure put on a select few.

Establish a communication protocols by alerting on call personnel which will activate their roles and responsibilities to their own subject areas. All planning measures should include contact information for all team members, stakeholders, and relevant third parties and who will cover those in critical areas that may not be contactable straight away. A centralised communication platform will help direct people such as a dedicated incident response group that can communicate between each other on line. This will ensure that everyone involved has access to the same information and updates in real-time. Regularly status updates with other departments that aren’t cyber, for example, Law, compliance will also be involved in real time.

Effective communication for an incident response team hinges on clearly defined roles and responsibilities. Each team member should have a distinct role, with specific tasks and communication protocols outlined. This clarity prevents overlaps and gaps in communication during a crisis. Establish a hierarchy or chain of command for reporting and decision-making, ensuring that information flows efficiently to the right people at the right time. Regular training and drills can help reinforce these roles and improve team coordination. By having well-defined responsibilities and communication channels, the team can respond more swiftly and effectively to incidents, reducing potential damage and recovery time.

When creating an incident response plan, it's important to specifically list defined functions and tasks, linking them to the role responsible for execution. Tip: In the plan, write in the role rather than a name. This avoids the need to update it with every personnel change. The incident response manager, who oversees the entire process, ought to print out and keep copies of the IRP in a safe, convenient place because online access may be restricted during an incident. The aim is to ensure smoother execution of assigned responsibilities amidst the stress of incident response.

Don't forget about clear escalation protocols at the top levels, such as C-suite and the Board. Depending on the level of criticality, they might need to be informed or present to make certain decisions (e.g. whether to pay the ransom), and the proper balance between too much and too little information needs to be agreed upon before the worst case scenario materializes.

One thing we always found helpful is the use of secondary communication channels. One should always have a plan B for communications if your primary channel falls out. That can be SMS, Voice calling, Walkie Talkies (OT) or other trusted services (eg. signal). This will make sure we can still communicate if our primary system (teams / slack) is breached an unavailable.

Effective communication is pivotal in incident response. The selection of channels and tools hinges on the incident's nature and urgency. For pressing situations, instant messaging and phone calls enable swift responses, while emails and video conferences suit less urgent cases. Secure platforms are essential for confidential information. It's crucial to match the communication medium with the incident's severity, need for confidentiality, and collaboration level. Always have alternative channels ready, as primary ones might be compromised or unavailable. This strategic approach ensures efficient and secure communication during critical incident management.

Ensure that other teams responsible for communication (HR, PR, Marketing etc.) are fully aware about how to act in case an incident occurs. Sometimes, especially in case of an insider threat scenario, one wrong email might cost days of investigation and recovery.

Effective communication is pivotal for incident response teams. Utilizing a common terminology and framework, such as the NIST Cybersecurity Framework, MITRE ATT&CK Matrix, or SANS Incident Response Process, ensures clarity and avoids misunderstandings. This standardization helps team members to swiftly interpret and act on information, crucial during cybersecurity incidents. Alternatively, teams can develop bespoke terminologies and frameworks tailored to their unique operational needs, further streamlining communication. Such consistent and understood protocols are integral to rapid and effective incident management.

The Incident response plan should be tested regularly i.e. twice a year or quarterly. The stakeholders should also be part of this excercise. This task needs to a part of the KRA of the team. In the debriefing session, the feedback and observations are to communicated so that it can be incorporated and in the upcoming test run.

Organizations that are ill-prepared for cyber incidents suffer reputation damage, downtime, legal costs and expenses related to investigations, data recovery and more. It actually pays to be prepared. But that means more than having an IRP. Businesses must run tabletop exercises and regularly drill with the same cross-functional team members from legal/risk, HR, communications and IT who'd handle a real incident. The practice sessions can expose flaws to fix, people who ought to be included and details that might be missing -- such as templates of talking points for stakeholder groups that'd be helpful to draft in advance. And the drills must be followed by lessons-learned sessions that lead to specific adjustments to the IRP.

In managing incident response team communication, it's crucial to establish clear protocols. Utilize secure and reliable communication tools to ensure information is shared efficiently and accurately. Emphasize the need for regular updates and establish a hierarchy of communication to avoid misinformation. Encourage openness in sharing insights and experiences, allowing team members to learn from each other's successes and challenges. Remember, effective communication is not just about transmitting information, but also about building a cohesive team ready to respond to any incident with confidence and competence.