How to Keep Calm and Carry On When Things Go Wrong
If you’re a small or medium-sized business, you might not have a dedicated communications team on standby for when things go wrong, especially if it’s a cyber incident. But don’t worry—having a clear plan in place can help you communicate effectively and keep things running smoothly. Whether you’re a team of five or fifty, here’s how to prepare for a cyber incident before, during, and after it hits.
Before Anything Happens: Preparing for the Unexpected
Cyber incidents don’t tend to announce themselves in advance, but that doesn’t mean you can’t be ready. Just like keeping an extra pair of socks in your desk (you never know!), a little preparation goes a long way.
Here’s what you can do ahead of time:
Know Who Does What: Clearly outline who’s responsible for handling communication if something happens. The last thing you need is everyone staring at each other when things go wrong. Assign roles now so everyone knows their part later.
Draft Communication Templates: Get some basic messages ready to go for different scenarios—whether it’s a quick update to your team or a notification for your customers. These templates should be flexible enough to adapt based on the situation, whether it’s a minor issue or something more serious.
Have a Spokesperson Ready: Choose someone to be the voice of your business if you need to communicate with customers or partners. It’s important they’re confident and can deliver clear messages—ideally without panicking!
Test Your Plan: Just like you’d test a fire alarm, run through your communication plan to make sure it works. It’ll help everyone feel confident and reduce chaos if an incident does occur.
Prepare Alternative Communication Channels: If your usual systems are impacted, how will you stay in touch? Make sure you’ve got backup methods in place, like phone lines, messaging apps, or even social media to keep the lines of communication open.
During an Incident: Keep Calm and Communicate
When a cyber incident happens, clear communication is essential. Customers and partners will want to know what’s going on, and your team needs to stay in the loop too. The key here is to be transparent without giving away too much or jumping the gun.
Here’s how to keep things steady:
Be Clear and Honest: Stick to the facts, and don’t promise more than you can deliver. If you’re not sure yet how bad the situation is, it’s okay to say so. Just make sure to reassure people that you’re on top of it.
Tailor Your Message: Not everyone needs the same level of detail. For example, your customers might just need to know whether their data is safe, while your staff need more information about any changes to operations. Keep the core message consistent, but tweak it for different audiences.
Avoid Guesswork: Don’t make any assumptions about what’s happened or who’s behind it. Stick to what you know for sure and avoid speculation. This way, you won’t have to backtrack later on if things turn out differently.
Manage Customer Concerns: If your customers need to take any action—such as changing passwords or updating software—make sure you give them clear instructions. Signpost any external guidance they might need, like linking them to trusted sources for more information.
After the Incident: Stay Transparent and Rebuild Trust
Once the immediate crisis is over, your communication isn’t done yet. Depending on the severity of the incident, recovery could take anywhere from a few days to a few months. Keep your communication open and consistent during this time.
Here’s how to manage the aftermath:
Regular Updates: Keep your customers and partners informed about the recovery process. Whether it’s restoring services or improving your security measures, let people know what you’re doing to prevent a repeat incident.
Engage with Key Stakeholders: Whether it’s staff, clients, or partners, maintaining open communication helps rebuild trust. Let them know how the business is bouncing back and what you’re doing to strengthen your defences going forward.
Learn and Improve: After the dust has settled, review how your communication strategy worked. Were there any hiccups? Could anything have been done better? Use this time to tweak your plan so you’re even more prepared for the next time (though we hope that’s never!).
Final Thoughts: Don’t Leave It to Chance
A cyber incident can be stressful, but having a solid communication plan in place means you’ll be able to manage it more smoothly. Remember, clear and honest communication builds trust, and keeping everyone informed helps calm the storm. And most importantly—don’t wait until something happens to figure it all out!
Is your business prepared for the unexpected?
Don’t wait until it’s too late—let’s build a disaster recovery plan that keeps you running smoothly. Contact Cloud & More today to safeguard your future!“
