According to Duke University, more than 80 percent of U.S. companies report that their systems have been hacked at some point. This type of crisis is not just a temporary disturbance; it can set off a chain reaction that can cause reputational damage, decrease customer trust and impact financial stability, making it essential to be prepared.

How an organization communicates in these moments of vulnerability profoundly shapes how it’s perceived by the public, meaning timely and appropriate communication is of the essence to prevent irreversible damage. According to a study by Centrify, a staggering 65 percent of data breach victims lose trust in an organization post-breach, making it clear that having a robust crisis communications plan is not an option; it’s a strategic imperative.

Uniting for Communication: Bridging the Departmental Divide

Many organizations grapple with communication silos, where departments such as marketing, HR, and legal struggle to align during crises like data breaches. Fragmented communication impedes the conveyance of a consistent message. An effective crisis communication strategy bridges these divides, fostering collaboration to ensure stakeholders receive a unified and coherent response.

From Data Points to Narrative Impact

Approximately 85 percent of those affected by data breaches share their experiences, swiftly molding public perception. A formidable 33.5 percent take to social media, amplifying their grievances. Effective communication isn’t just about damage control; it’s about actively crafting the narrative that emerges from the crisis. A well-prepared communication strategy becomes a catalyst for resilience and reputation restoration.

Existing plans may not suffice

While existing communication plans are extremely valuable, it shouldn’t be assumed that they can effortlessly be adapted for a data breach. Proactive crisis communication and emergency preparedness necessitate an approach that acknowledges the unique challenges and intricacies of cybersecurity incidents.

Actionable Insights

Given the time-sensitive nature of data breaches and the speed with which reputational damage can occur, it is important to act quickly. Here are the initial steps to take when a crisis happens:

• Seek Professional Help: In light of the complex and nuanced challenges of a data breach, your first action should be to consult with your legal counsel and crisis communication experts. Agencies specializing in crisis communications, like ours, offer a wealth of experience in both proactive and reactive strategies and can guide you in rebuilding customer trust.
• Assess and Analyze the Crisis: Upon experiencing a data breach, the immediate necessity is to comprehend what happened. Identify the compromised information, who’s affected, and how this crisis will inform your immediate and long-term communication strategies.
•  Notify All Affected Parties: Swift and transparent communication with affected parties is crucial. Inform stakeholders about the breach, the compromised data, and the remedial measures underway as soon as reasonably possible.
•  Be Responsive, Transparent, and Honest: The post-breach period is a high-stakes test of your organization’s credibility. Customers feel vulnerable and will appreciate regular updates regarding the steps being taken to prevent future breaches and enhance security protocols.
• Support and Follow-Up: Proactive support and follow-ups underline your commitment to stakeholders’ well-being. It may not be possible to promise that a breach won’t reoccur, but you can assure them of your unwavering efforts to secure their data.

Expertise Matters

Don’t leave your reputation to chance. Our agency is well-equipped to help your company navigate crises and safeguard its reputation through strategic communications and stakeholder management. For a first informational consultation, don’t hesitate to get in touch with us today by emailing service@artemia.com.