Cyber security and crisis communicationsfhflondon.co.uk/wp-content/uploads/sites/27/2016/... · Nick Andrews SVP & Senior Partner Nick is a member of FleishmanHillard’s elite global

Cyber security and crisis communications

b | FleishmanHillard Fishburn


Cyber security is everyone’s problem

FleishmanHillard Fishburn | 1


Data breaches and cyberattacks are two of the biggest reputational risks facing organisations today.

With the introduction of the General Data Protection Regulation (GDPR) on 25 May 2018, businesses are under more pressure than ever before. With tougher fines – up to £20 million or 4% of annual turnover whichever is highest – we are seeing renewed interest from media on the subject.

And, with the new legislation requiring notification to the relevant authorities within 72 hours of becoming aware of a breach, it’s vital that businesses have established processes in place in the event that one day they find themselves in the spotlight.

• Cyber security must no longer be viewed as the job of IT and risk departments

• Planning across the business is crucial to establish processes and ensure an integrated response

• Business must anticipate initial discovery coming from outside and be ready to move quickly in response

• More unknowns than knowns – businesses often have to communicate publicly long before investigations conclude. Think ahead and anticipate where the story could go to avoid creating issues further down the line

• All employees have a responsibility – businesses need to better educate on how they can help protect customer and business info

• Line up external resources in advance and ensure a one team approach

Our perspective

2 | FleishmanHillard Fishburn


Best practice crisis and issues management



FleishmanHillard Fishburn (FHF) is the UK office of FleishmanHillard (FH) which is a global intergrated communications company. We have offered our clients best practice crisis and issues management services since our agency was established in 1946 because, fundamentally, these areas have always been at the heart of managing a company’s public reputation.

Our commitment to best practice is reflected in our unique crisis counsellor certification process – which we believe is the first programme of its kind. It ensures our global network of strategic counsellors is certified in the firm’s proprietary A.R.C.™ methodology. To date, more than 200 counsellors have been A.R.C.™ Crisis Certified.

Although our core skills relate specifically to crisis communications, we also have a deeply held knowledge and understanding of the world of cybersecurity and the associated risks. In the last five years alone, our teams have helped over 250 clients globally manage and prepare for a data breach.



Your global cyber comms partner



FH is one of the only global communications agencies to have a dedicated cybersecurity practice. Led out of the US with regional leads across the globe, this function centralises and cements our cyber expertise and means we have a wide range of experience relating to cyberattacks, data loss and leaks.

Whatever the brief, we come at it with an integrated mindset: from media relations to digital and social, employee and customer engagement to investor communications.

We are also the global crisis communications partner for a number of the world’s largest insurers and claims management specialists. Working alongside forensic IT and legal counsel, we have helped a broad range of organisations across many industries prepare for and handle data breaches.



Our experience



Crafting a personalised approach to data breach notificationWhen an iconic bank became aware that one of its employees had fallen victim to a phishing scam, giving hackers access to their email account, FHF was activated to create a communications plan to limit reputational damage.

Advising on mass-consumer notificationsFHF supported a financial services provider who fell victim to a ransomware attack. We worked alongside the client’s lawyers and IT forensic investigators, directly advising the CEO on how to limit reputational impact. The company was commended by a journalist on its effective communications response.

Maintaining trust following a breach When a well known member association suffered a data breach, FHF was activated to help manage the response and limit the impact on the organisation’s reputation and the membership itself.

Navigating a complex stakeholder universeWorking with legal counsel and Forensic IT, we developed and delivered a one-day crisis simulation exercise for an organisation that had responsibility for tens of millions of records.

A significant focus of the exercise was testing the systems in place to manage communication with stakeholders in the event of a data breach. Following the exercise, we provided recommendations to the organisation on how to further strengthen its communications crisis plan.

Working within a political contextFHF was asked by a local authority to lead the communications response to a large-scale ransomware attack. The client required a strategic communications plan to outline the response to the IT incident with questions being asked at the highest levels of national government. Our counsel helped the organisation to align the different interests of the Mayor’s Office, CEO and both IT and legal teams.



How we can help



• Communications risk assessment

• Establishing monitoring systems

• Data breach response planning – Team/roles – Process/protocols – Resources/systems

• Action plan mapping

• Template communications

• Crisis response and media training

• Cyber event response drills

• Rapid response team support – Message and FAQ development – Notification planning/writing – Media relations counsel – Online resource development

• Communications action plan – Development/activation

• Real time media/social monitoring

• Advocate mobilisation

• Spokesperson preparation

• Crisis management counsel

• After-action comms reports and plan adjustments

• Reputation audit and repair plan – Monitoring and response – Stakeholder relations – Ongoing customer security and

recovery communications

• Litigation communications

Planning and preparation

Incident response

Reputation recovery



Our cyber comms specialists



Nick Andrews SVP & Senior Partner

Nick is a member of FleishmanHillard’s elite global community of certified crisis management counsellors. With 26 years of experience, Nick has guided clients through crisis management and reputation recovery programmes, characterised by activist group attacks, executive dismissals, investor/shareholder claims, government investigations, hostile takeovers, litigation, product defects and/or recalls, transportation catastrophes, and white collar crime.

Nick specialises in crisis management training and has trained senior management teams with clients from airlines, chemicals, financial services, food & beverage, healthcare, insurance, oil & gas, pharmaceutical, and transport.

[email protected]+44 (0)20 8618 2805+44 (0)7540 002 113



Steph Bailey Managing Director, Corporate and Crisis

Steph has almost 15 years’ experience as a corporate affairs adviser to some of the world’s leading companies and brands, including Chevron, Samsung, Intel, Rolls-Royce, HSBC and many more. She joined the Corporate team as Director and Partner in April 2015.

Steph previously ran the Corporate and Technology practice at Red Consultancy, offering services including crisis communications, media and stakeholder relations and digital engagement. Before Red she worked at Edelman where she was UK lead for Chevron’s Central and European corporate affairs campaign. The project involved significant issues and crisis management as well as stakeholder, media and digital engagement strategies for all of the core markets.

Steph also spent eight years working at Hill + Knowlton Strategies, working her way up into the role of Acting Head of Energy & Industrials. She is a trained A.R.C. practitioner and has led full scale crisis response simulation training sessions as well as dealt with significant crisis issues for clients in the energy, manufacturing and healthcare space. Crisis responses include cyber breaches, product recalls, factory closures, accidental manslaughter and industrial spillage.

[email protected]+44 (0)20 8618 2809+44 (0)7540 002 134



Judith Moore Partner

Judith has more than 17 years of experience in communications, working both agency and client side. In issues and crisis, Judith has worked with a broad range of corporate clients across sectors including financial services, pharmaceutical, FMCG and manufacturing.

At FleishmanHillard Fishburn, Judith manages the agency’s relationships with insurer and claims management companies. As a result, Judith has led a number of data breach incident responses, most recently advising a financial service provider, where she worked alongside legal and forensic IT partners. She also works closely on the planning and preparation side, and has been part of a number of crisis simulations at Board level. [email protected]

+44 (0)20 8618 2979+44 (0)7860 607 696



Jennifer Giff Associate Director

Jennifer is an experienced reputation management consultant who specialises in crisis communications. With a particular interest in cybersecurity, Jennifer has advised international companies how to regain trust following cyberattacks and data breaches. She has counselled organisations ranging from universities to banks on how to deal with cyber-related incidents including ransomware attacks, nation-state hacks and accidental data loss.

Jennifer’s expertise involves helping clients to prepare ahead of a crisis by developing their response procedures and messaging through risk assessments, scenario planning and crisis manuals. She regularly delivers training sessions ranging from live crisis simulations to message rehearsal and delivery. When a crisis does occur, she supports clients by preparing communications strategies, managing stakeholder relations and providing strategic counsel, often to C-suite executives.

[email protected]+44 (0)208 618 2913+44 (0)7971 678 776



The FleishmanHillard network

Founded 1946

85+ offices in more than 30 countries

2,600+employees worldwide

150+crisis counsellors



Get in touch24/7 crisis line: +44 (0)20 8618 1736

[email protected]

Documents

Cyber security and crisis communicationsfhflondon.co.uk/wp-content/uploads/sites/27/2016/... · Nick Andrews SVP & Senior Partner Nick is a member of FleishmanHillard’s elite global