Cybercrime: How to minimise the damage through communication

First aid for cybercrime

In light of the recent global Microsoft Exchange vulnerabilities and the associated increase in hacker attacks on IT systems, as well as our own experience of this issue, you will find below our ‘self-help guide’ for dealing with cyberattacks from last year. All recommendations remain valid.

Every day, attackers hack into the IT systems of government departments, public bodies and businesses. They bring operations to a standstill, steal data, install malware or demand ransoms. In our increasingly digitalised world, this is where we are most vulnerable. 

What should you do when everything has ground to a halt?

Drawing on our day-to-day experience, we have summarised the 10 most important tips for containing digital crises in an emergency. Communication here complements the emergency measures taken by your IT department.

Communicating in an emergency or crisis:

1. Contact your relevant regional data protection authority immediately by telephone and report the incident (file a report!)
   www.datenschutzkonferenz-online.de/datenschutzaufsichtsbehoerden.html
2. You should also contact the national ‘Central Contact Point for Cybercrime’ (ZAC)
   www.polizei.de/Polizei/DE/Einrichtungen/ZAC/zac_node.html
3. Consult the guidelines issued by both authorities and assess whether the recommended actions set out therein are feasible and applicable to your organisation.
4. Appoint an internal project team to meet regularly with immediate effect and allocate the necessary tasks. Appoint a project manager for your team and give the project a name. Important: avoid using the term ‘crisis team’ (keep calm!)
5. Exchange mobile phone numbers and agree on a suitable communication channel (WhatsApp group, Teams channel, external email programmes, etc.). In particular, check whether your channel is working properly and is secure in light of your business interests.
6. Assess the situation: What exactly has happened? Get an overview of what you know – and what you do not (yet) know. Try, as far as possible, to constantly update and validate your knowledge.
7. Establish control over information: Draw up a set of guidelines with key messages based on your verified findings. This will serve as the basis for internal communication, press releases, customer communications and as a briefing note for any TV or media enquiries.
8. Please note: ‘Internal BEFORE external’! First communicate the current situation to your staff. As a general rule: only pass on verified information and instructions. 
9. Information cascade: After your staff, you should inform customers and business partners. Then other stakeholders such as service providers, banks, public authorities, the media, etc.
10. Channels and tone should remain the same as in “normal mode”.
    Dealing with the media: Respond positively to media enquiries. Here, too, there is a need for information and clarification. Handle this confidently and appropriately.

This crisis communications first-aid kit will help you, in an emergency, to get your thoughts in order, organise your response and set your initial priorities. Our advice on how to proceed: consult an expert!
You are welcome to contact our Crisis Communications Team at any time for further information.
You can reach us at the email address help[@]kaltwasser.de or via the mobile numbers of our crisis on-call service.