Analecta Cyber Company Blog: Repairing Your Reputation Following an Incident

2018-06-26

Repairing Your Reputation Following an Incident

Repairing reputation following an incident You’ve worked hard to build a name for yourself and have established a business reputation that has real value. When a cyber incident arises, the biggest cost isn’t the technical damage that occurs to your information system, but customer and client trust and confidence that can potentially be lost. How do you maintain or rebuild trust following a malicious event?
  • Resolve the incident first. Don’t try to rebuild your reputation mid-crisis.
  • Take your security commitments seriously.
Let’s break down repairing a business reputation after a cybersecurity incident.

Resolve critical issues first to improve security posture


The Chief Information Security Officer (CISO) oversees the most complex side of cybersecurity - the point where business objectives and security needs meet. It’s a constant balancing act that will never be perfect. The term “impenetrable” is not a word to best describe a security infrastructure because nothing can stop an army of hackers from finding faults in your systems. Cybersecurity incidents are speed bumps that require a shift in how you approach security.

Resolve an open incident by getting to the root cause of the problem. The incident response plan is your guide for navigating the process. By following it, you will be able to find what’s missing in your cyber defense and obtain solutions that will keep up with the newest form of threats.

Here are some areas you need to re-examine to improving security posture – a step toward brand/image recovery:
  • Enforce the use of Principle of Least Privilege (PoLP). It limits surface attacks by creating barriers within your security units. It also makes it harder for hackers to break into your systems in the first place.
  • Enhance intrusion detection system capability and monitor network activity. A spike in traffic at an unusual hour may indicate an in-progress attack.
  • Re-evaluate your incident threshold. Weigh limiting cyber risk exposure to the impact it will bear on your business decisions.
  • Be proactively involved with threat sharing groups. Explore other’s lessons learned through discovery and understanding of various industry-wide threats. These intelligence-sharing communities have up-to-date cyber-related information that will guide you to make better decisions.
  • Bolster capabilities on identifying new vulnerabilities. By fixing issues of possible attack entry, you are putting a stop to possible cyber incidents.
  • Review how your response plan was carried out. Was it effective in the first place? A round table discussion is needed among cyber security experts and business leaders to agree on what crucial changes to implement to better fend off future threats and improve your security posture.

Once a company’s reputation has been marred by a cyber breach, it will take a tremendous amount of time to put the pieces back together. Mistakes in the past become important lessons learned. Leveraging them can create a better version of your security platform for future events.

 

The three R’s: recovery, reputation, relationship


When reputation is at stake, you need to go back to the basics. While taking the best care of important internal security measures and policies, provide even better customer service.

Following a security incident, once-loyal customers will reevaluate their relationship with you.
Repairing your relationship with your customers involves taking steps to rebuild their trust in you. Items to consider:
  • Disappointment will eventually subside, but not soon enough.
  • How fairly you handle the situation will not extinguish the negative realization of the dilemma your company brings to the table.
  • Look back into the rationale of your business existence as it will clear the paths moving forward.
  • Assure valued customers of your dedication in keeping the situation controlled and remediated, and the improvements you are undertaking.

Time: friend and foe


Incidents are inevitable. During the active cyber threat, time is your enemy. You race against the clock to stabilize your systems and return to a pre-event state. Once the damage has passed, it is time to repair, heal, rebuild. It will take a tremendous amount of time to put the pieces back together. Mistakes in the past become important lessons learned and leveraging them will create a better security posture for future events.

After a company’s reputation has been marred by a cyber breach, reestablishing your reputation also requires time. Setting aside resources will serve you well in the end.
  • Act responsibly.
  • Be proactive in informing your client base.
  • Be responsive toward customers seeking answers.
  • Be patient, sincere and direct.
Recovery may take a while, but it will happen.

Still wondering where to start?


Getting back on track after a cyber incident can be difficult and time consuming. If you feel like you are missing that internal technical expertise and need a guide through the process of recovery – we’d love to talk with you. We can partner with you to round out your current IT security infrastructure and to grow your understanding of security along the way.

We win when our customers better understand their own security needs and are making internally-driven improvements to be more secure. Through our services, we provide consultation and short-term expertise to eliminate risks in the present, as well as help build your knowledge and expertise for secure systems down the road. Email us at info@analecta-llc.com or visit our Cyber Security page.

Further Resources