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Few things elicit greater fear than the moment an organization realizes it has been breached. Picture executives descending into sheer panic and security teams scrambling madly as they assess the situation and attempt to limit the damage. And it's little wonder why: A breach can prove costly — often to the tune of tens of millions of dollars — destroy a brand's reputation (if not the brand itself), and lead to huge regulatory penalties.
When a breach occurs, how teams act and react has everything to do with how quickly and smoothly an organization gets back on track.
"It's not a question of whether there's going to be pain and damage. It's a question of how much," says Alan Silberberg, CEO of Digijacks, a cybersecurity consulting firm that advises on crisis management.
Make no mistake: Etiquette matters. Although a typical breach scenario may seem far removed from a "Miss Manners" advice column, there are important takeaways about how to manage events and issue a meaningful mea culpa.
"How you react and communicate are critical," says David Burg, Americas cybersecurity leader at EY.
Here are four etiquette rules for navigating a breach.
Etiquette Rule #1: Understand the Rules of EngagementWhile a cyberbreach and eating out may seem worlds apart, consider the similarities: First, Burg says, you have to know what's being served up and what response is appropriate. Chowing down at a food cart isn't the same as going to a 3-star Michelin restaurant.
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