Precarious to Secure: Resolving a Cybersecurity Issue

Leaders at an industry-leading health services company were alerted of a data security incident in which an unauthorized party gained access to private information. The organization needed to inform various stakeholders while navigating the evolving crisis and maintaining normal operations as best as possible.

• We worked alongside legal and IT counsel, leading a strategic communications response that complemented their efforts while helping to shape the crisis narrative internally and externally.
• Our first initiative was to disclose the incident. Leaders needed to inform various stakeholder groups of the issue according to their unique legal and business relationships, as well as industry regulations.
• We crafted a core message platform, from which we developed a range of deliverables, including media statements, personalized emails, internal memos, branded templates and website copy. We then worked with legal counsel to facilitate the timing and delivery of these assets.
• We also equipped leaders and team members at all levels with tools to respond to potential inquiries regarding the incident, including stakeholder-specific talking points, scripts and FAQs, as well as communications training.