Rebuilding Trust After Cybersecurity Lapses

Rebuilding Trust After Cybersecurity Lapses

Promising to prevent a re-occurrence is not nearly enough to repair the damage with clients.

Trust is a business fundamental, and cybersecurity lapses can rattle the trust of important constituencies. Customers avoid buying from companies they don’t trust. Investors and employees worry about their prospects and livelihoods. Security managers worry about future incidents. Even community support can wane in the aftermath of a cyber event.

Today, most people know that cyber breaches, hacking and data compromises are unfortunate facts of life. It is the response to these incidents that will determine the impact on trust and the trajectory of the affected company after an incident. A well-handled, sincere response can actually bolster trust and strengthen the foundation for future business successes. 

Read more: A New Age in Corporate Accountability for Data Breaches

Certainly, the initial response must be to inform the injured parties and, as much as possible, to repair the damage. Promising to prevent a re-occurrence is not nearly enough to rebuild trust. Here are some recommendations to consider:

1. Start early

Companies have only a few days—a week at most—to provide accurate and complete answers and avoid a further loss of trust. The best way to provide a timely response is to be prepared beforethe cyber event takes place. Implement systems to detect and stop cyber intrusions, but also to know exactly what data was vulnerable and exposed.

2. Commit to transparency

After an incident, commit to monitor and report meaningful metrics to the relevant parties. Regular and consistent reporting on meaningful metrics confirms to each constituency that you understand what is important to them and are taking those factors seriously.

3. Implement countermeasures

Once the nature of the cyber security lapse has been determined, develop and implement countermeasures to improve asset protections. Make sure the root cause or causes are found and understood, and you have a plan to neutralize them.

4. Communicate the changes

Implement the indicated countermeasures, and then communicate the changes to all constituencies. Almost certainly, this will be hard because someone will be embarrassed by the findings, or nervous that communicating the changes will somehow compromise security. Don’t be fooled – cyber attackers are already well aware of potential weaknesses. Communicating that you continue to take these matters seriously, and have taken action as promised, is an essential step in rebuilding trust.

5. Keep communicating

Continue reporting security improvements, and the ongoing results, longer than you thought necessary. Building up trust takes time, and repeated confirmations that you are worthy of that trust. The concerns of every constituency will linger, including your own employees and the community.

6. Internalize and formalize

Nurture the internalization and formalization of a secure organizational culture. It is impossible to predict every security threat, and occasional security reminders and refreshers will pay handsome dividends in security awareness.

For every security breakdown, the pathways to regaining trust are basically the same, and a long period of consistent effort is required. If you already had a firm base of trust before the incident, and were prepared to respond accurately and appropriately, then you start this process with a big leg already up. Don’t wait for a cyber event to happen to you—start preparing now.

About the Author

Bud Broomhead is the CEO of Viakoo.

Featured

  • AI to Help Resolve Non-Emergency Calls Across Utah and Decrease 911 Caller Wait Times

    The Utah Communications Authority (UCA), which oversees the state’s next generation 911 technology services, recently announced that public safety answering points (PSAPs) throughout the state plan to implement Motorola Solutions’ Virtual Response technology to automate the receipt and resolution of 10-digit non-emergency line calls in Utah with the help of AI. Read Now

  • Report Reveals Local Governments Face Surge in Ransomware Attacks with Minimal Resources

    KnowBe4, the cybersecurity platform that comprehensively addresses human risk management, recently released new research highlighting the critical cybersecurity challenges facing state, local, tribal, and territorial (SLTT) governments. The report details how government organizations have become prime targets for cybercriminals while simultaneously facing severe resource constraints. Read Now

  • Video Surveillance Trends to Watch

    With more organizations adding newer capabilities to their surveillance systems, it’s always important to remember the “basics” of system configuration and deployment, as well as the topline benefits of continually emerging technologies like AI and the cloud. Read Now

  • New Report Reveals Top Trends Transforming Access Controller Technology

    Mercury Security, a provider in access control hardware and open platform solutions, has published its Trends in Access Controllers Report, based on a survey of over 450 security professionals across North America and Europe. The findings highlight the controller’s vital role in a physical access control system (PACS), where the device not only enforces access policies but also connects with readers to verify user credentials—ranging from ID badges to biometrics and mobile identities. With 72% of respondents identifying the controller as a critical or important factor in PACS design, the report underscores how the choice of controller platform has become a strategic decision for today’s security leaders. Read Now

  • Overwhelming Majority of CISOs Anticipate Surge in Cyber Attacks Over the Next Three Years

    An overwhelming 98% of chief information security officers (CISOs) expect a surge in cyber attacks over the next three years as organizations face an increasingly complex and artificial intelligence (AI)-driven digital threat landscape. This is according to new research conducted among 300 CISOs, chief information officers (CIOs), and senior IT professionals by CSC1, the leading provider of enterprise-class domain and domain name system (DNS) security. Read Now

New Products

  • Compact IP Video Intercom

    Viking’s X-205 Series of intercoms provide HD IP video and two-way voice communication - all wrapped up in an attractive compact chassis.

  • PE80 Series

    PE80 Series by SARGENT / ED4000/PED5000 Series by Corbin Russwin

    ASSA ABLOY, a global leader in access solutions, has announced the launch of two next generation exit devices from long-standing leaders in the premium exit device market: the PE80 Series by SARGENT and the PED4000/PED5000 Series by Corbin Russwin. These new exit devices boast industry-first features that are specifically designed to provide enhanced safety, security and convenience, setting new standards for exit solutions. The SARGENT PE80 and Corbin Russwin PED4000/PED5000 Series exit devices are engineered to meet the ever-evolving needs of modern buildings. Featuring the high strength, security and durability that ASSA ABLOY is known for, the new exit devices deliver several innovative, industry-first features in addition to elegant design finishes for every opening.

  • Mobile Safe Shield

    Mobile Safe Shield

    SafeWood Designs, Inc., a manufacturer of patented bullet resistant products, is excited to announce the launch of the Mobile Safe Shield. The Mobile Safe Shield is a moveable bullet resistant shield that provides protection in the event of an assailant and supplies cover in the event of an active shooter. With a heavy-duty steel frame, quality castor wheels, and bullet resistant core, the Mobile Safe Shield is a perfect addition to any guard station, security desks, courthouses, police stations, schools, office spaces and more. The Mobile Safe Shield is incredibly customizable. Bullet resistant materials are available in UL 752 Levels 1 through 8 and include glass, white board, tack board, veneer, and plastic laminate. Flexibility in bullet resistant materials allows for the Mobile Safe Shield to blend more with current interior décor for a seamless design aesthetic. Optional custom paint colors are also available for the steel frame.