In this episode, Martin Hinton speaks with Kelly Miller from FTI Consulting about the intricacies of cyber incident response and the critical role of communication during crises. They discuss the importance of establishing processes, understanding stakeholder dynamics, and the human element in crisis management.

Kelly emphasizes the need for transparency, effective internal communication, and the value of preparedness through tabletop exercises. The conversation highlights common mistakes organizations make during incidents and the significance of crafting consistent messages while navigating legal and media relations.

Takeaways

• Communication is a risk control, not just PR.
• Over-promising can lead to loss of trust.
• Establishing processes is crucial in the first hour.
• Trust is foundational in crisis management.
• Preparedness can save money in the long run.
• Words matter, especially in legal contexts.
• Transparency is key to maintaining trust.
• Internal communication must be disciplined.
• Recovery narratives should reassure customers.
• Tabletop exercises help build muscle memory.

"The worst thing is over-promising."

"Over-promising sets the wrong tone."

"Transparency is crucial for trust."

Chapters

00:00 Introduction to Cyber Incident Response

02:52 The First Moments of a Cyber Breach

05:39 The Importance of Communication in Crisis

09:06 Establishing Effective Processes

12:02 Understanding Stakeholder Dynamics

14:59 The Human Element in Crisis Management

17:57 Mapping Stakeholders and Key Messages

20:53 Legal and Insurance Considerations

23:58 Navigating Media Communications

26:45 The Role of Internal Communications

29:46 Maintaining Message Discipline

32:47 Recovery and Future Preparedness

34:18 Crafting a Recovery Narrative

38:28 The Importance of Practice and Preparation

46:30 Tabletop Exercises: The Scrimmage of Crisis Management

56:42 Words Matter: The Impact of Language in Crisis Communication