When disaster strikes , how well you know the drill can make a massive difference in your reputation management .
BUSINESS SURVEILLANCE
When disaster strikes , how well you know the drill can make a massive difference in your reputation management .
shouldn ’ t be underestimated . This letter puts TOMRA ’ s people at the centre of its incident response , forming the impression of a team in sync .
Keeping customers updated
TOMRA ’ s sixth update breaks down the target , timeframe , development , investigation and technical details of the attack . This update showcases the progress the investigation has made and the resources dedicated to it . It gives a fuller picture of the incident and reiterates the topline for customers – that their data is safe .
Through August , the company continued with status updates on external systems and recovery progress . It didn ’ t add much new information , but the organisation demonstrated a desire to keep customers and industry in the loop . findings from the forensics report , comments from Andersen , strategies for rebuilding with greater resilience the lessons learned and changes made . It signs off as the final dedicated update on the attack and shares a communications email address .
Social media
Though sparse on social , TOMRA used its two LinkedIn posts well . One shared the CEO ’ s statement , the other acknowledged that the company had been quiet on social media since the attack and explained that employees were working overtime to help customers get back to normal . It added : ‘ We are glad we can start sharing again our usual insights and information about what we care about most : enabling a world without waste .’
This approach leveraged the crisis to re-establish the company ’ s mission statement . It informed readers that there had been an issue , that the company was dealing with it and that the priority was still its core business values .
This was probably one of TOMRA ’ s strongest responses throughout the incident . It ’ s informative enough to be a good placeholder post and reaffirmed control of the situation .
Takeaways
TOMRA ’ s response to this cyberattack looks pre-planned to a tee . The regular output of communications , a growing amount of information and concise recaps of the situation thus far wouldn ’ t have been possible without a highly prepped and practised team effort .
When disaster strikes , how well you know the drill can make a massive difference in your reputation management , which is vital to your Business Continuity planning . Overall , we believe TOMRA ’ s communications during the attack are a great example of how to do it right . u
By September , TOMRA ’ s update focused more on recovery . It laid out its plans for building resilience , including MFA , migrating to Zero Trust Architecture and centralising its vetting process for IT hardware .
Its final update has it all . It starts with a recap , runs through recovery , key
www . intelligentciso . com
65