This chapter explores the critical aspects of crisis communication and its role in promoting organisational resilience, specifically during cyber attacks. It underscores the importance of a proactive and well-structured crisis communication plan that includes predefined roles, responsibilities, and communication protocols. The chapter highlights the distinctive nature of cyber attacks, emphasising the need for technical expertise and a flexible communication strategy due to the evolving threats. It discusses the balance between transparency and security, legal and regulatory implications, and the need for coordination with external entities such as law enforcement and cybersecurity experts. By examining high-profile cyber incidents in Australia such as the Optus and Medibank breaches in 2022, the chapter illustrates the repercussions of poor communication strategies and the importance of timely, clear, and empathetic messaging. It introduces a comprehensive framework for effective corporate communication post-cyber incidents, integrating theories such as Situational Crisis Communication Theory (SCCT) to manage blame and maintain public trust. The framework also stresses the significance of proactive responsibility and tailored messaging to different stakeholder demographics.

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Communications in Crisis, and Promoting Resilience

  • Deb Camden

摘要

This chapter explores the critical aspects of crisis communication and its role in promoting organisational resilience, specifically during cyber attacks. It underscores the importance of a proactive and well-structured crisis communication plan that includes predefined roles, responsibilities, and communication protocols. The chapter highlights the distinctive nature of cyber attacks, emphasising the need for technical expertise and a flexible communication strategy due to the evolving threats. It discusses the balance between transparency and security, legal and regulatory implications, and the need for coordination with external entities such as law enforcement and cybersecurity experts. By examining high-profile cyber incidents in Australia such as the Optus and Medibank breaches in 2022, the chapter illustrates the repercussions of poor communication strategies and the importance of timely, clear, and empathetic messaging. It introduces a comprehensive framework for effective corporate communication post-cyber incidents, integrating theories such as Situational Crisis Communication Theory (SCCT) to manage blame and maintain public trust. The framework also stresses the significance of proactive responsibility and tailored messaging to different stakeholder demographics.