Cybercrime Crisis Training: Prepared for Emergencies
Challenge / Approach
Effective communication can help protect a company’s reputation in the event of a cyberattack. However, companies face particular challenges, including a rapidly changing situation, disrupted communication channels, affected production facilities and intense internal and public scrutiny. Klenk & Hoursch supports companies in their prevention efforts and in the event of an actual crisis. To this end, we regularly conduct crisis simulations focusing on cyberattacks, including one for the HARTMANN GROUP in 2023.
Implementation
The communications department of this leading European provider of integrated healthcare and nursing solutions had already laid the theoretical groundwork. This involved developing cybercrime scenarios and assessing their potential impact on communications, as well as adapting processes and tools. This involved setting up alternative communication channels and preparing text modules for different target groups and situations.
The next step was to test the theory in practice during a crisis simulation to identify opportunities for improvement. The simulation was designed to deliver a genuine training effect by challenging participants without overwhelming or underchallenging them. An additional benefit was that the training raised the entire team's awareness of cybersecurity.
In coordination with Group Security, we developed a realistic operational scenario. At a production plant, several lines had to be shut down following a cyberattack. The entire site was cut off from communication. Customers were not supplied on time.
Based on this scenario, we created a plan outlining how the communications situation would evolve. Participants were continually confronted with new challenges at various levels of escalation, including calls from national and international media, rumours spread by employees, and a request for a television statement at headquarters.
To ensure the simulation ran smoothly, Klenk & Hoursch prepared various materials in advance, including social media posts, media enquiries, and call scripts. However, during the four-hour crisis training session, the training team remained flexible and responded spontaneously to the company's communications as the exercise unfolded.
Klenk & Hoursch managed the training. Interfaces and phone calls were simulated, while operational developments were introduced via email or in fictitious meetings. Klenk & Hoursch observers also documented areas for improvement, which were discussed jointly after the exercise.
