Communicating Under Pressure: Best Practices for Service Providers
The CISA, FBI, and international partners have released guidance for critical infrastructure organizations on how to effectively communicate during IT and OT outages. The goal is to minimize panic, manage expectations, and maintain trust with stakeholders by providing clear, timely, and accurate information during service disruptions.
The CISA, in collaboration with the FBI and international partners, has published a new advisory focused on improving communication strategies for critical infrastructure organizations experiencing IT and operational technology (OT) outages. This guidance addresses the potential for widespread disruption and public anxiety that can arise when service interruptions occur, even without malicious cyber activity. The advisory highlights the importance of proactive planning and transparent communication to mitigate the negative impacts of outages, whether caused by cyberattacks, equipment failures, or other incidents. It stresses that a single outage can quickly spread through interconnected systems, amplifying uncertainty and increasing public concern. The guidance emphasizes a shift from reactive to proactive communication, urging organizations to anticipate potential service disruptions and integrate backup communication methods into their emergency plans.