Creating a Data Loss Incident Plan - Slide 14

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Incident response planning

Customers, employees, investors, regulators, and other key stakeholders will lose confidence and trust in an organization that does not communicate effectively. This can have a direct impact on the bottom line – from lost revenues (and increased marketing expenses to recapture those revenues) to additional legal, compliance and public relations expenses. The communications component of a plan needs to address three critical components: 1) internal communications, 2) communication to impacted parties and 3) communication to applicable regulatory parties. A well-executed communications plan not only minimizes harm and potential legal liability but can actually enhance a company’s overall reputation.

The communications component of the data loss incident plan should have a set of pre-approved Web pages and templates staged, phone scripts prepared and frequently asked questions (FAQ?s) drafted and ready for posting. Staffing needs to anticipate call volumes and steps to minimize hold times and to consider the need of multi-lingual support. In the case of phishing exploits as a cause of the incident, it is suggested organization create a phishing warning page and FAQ in advance and post and replace the deceptive site as a teachable moment for users.

The Online Trust Alliance (OTA) advocates that all businesses create an incident response plan and be prepared for the likelihood that they will experience a breach or data loss in the future. The fact is breaches happen and often at the worst of times. Rather than be lulled into the belief it will not happen to your business, a well-designed plan is emerging as an essential part of regulatory compliance, demonstrating that a firm or organization is willing to take reasonable steps to protect data from abuse. Doing so is good business. Developing a plan can help to minimize risk to consumers, business partners and stockholders, while increasing brand protection and the long-term viability of a business.

This slideshow highlights key questions and recommendations for businesses to consider while building a data loss incident plan.

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