Marks and Spencer’s recent cyber-attack reminds us of a hard truth, it’s not just about the breach, it’s about how you communicate afterwards. Let’s face it, crisis
communications is really emotional for everyone.
As we all know, in a crisis, silence damages trust faster than hackers do. The silence at Marks went on far too long and we are sure the in-house Communication team told senior management this repeatedly.
Well-prepared communications plans must:
Respond fast. Acknowledge the issue early with clarity.
Open dialogue. Set up dedicated channels and address real customer concerns such as food delivery service, etc.
Keep updating. Trust isn’t rebuilt overnight, communicate transparently, consistently.
Lead with empathy. People don’t want systems; they want to hear from humans.
Cybersecurity is technical too. Brands that get both right earn customer loyalty even after a breach.
Don’t just manage the crisis. Leading the conversation is something we have always campaigned for and remember the process is emotional too!
ICTTF – Cyber Security Community, Academy and Events Cyber Security Forum Initiative Cyber Ireland
