Communicating Under Pressure: Best Practices for Service Providers
Summary
CISA, the FBI, and international partners have released guidance on effective communication during IT and OT outages, regardless of the cause. The guidance emphasizes clarity, accountability, and transparency to inform stakeholders and the public, while also aligning with legal, security, and law enforcement requirements. It also highlights the importance of backup communication methods for critical infrastructure organizations during potential service disruptions.
IFF Assessment
This guidance provides valuable best practices for organizations to communicate effectively during crises, which is a crucial aspect of incident response and maintaining public trust.
Defender Context
Effective communication during outages, whether caused by cyberattacks or other factors, is vital for managing public perception, preventing misinformation, and facilitating coordinated responses. Defenders should ensure their organizations have robust crisis communication plans that account for potential disruptions to normal communication channels, especially for critical infrastructure.