Picture this: it’s a regular Monday morning. Your systems stop working, your files are encrypted, and a ransom message appears on the screen. You’ve been hit by a ransomware attack. At that moment, the pressure isn’t just about recovering data—it’s also about communicating the crisis correctly.
Because it’s not only about technology; your company’s reputation is also at stake. How you communicate, who you inform, and when you do it can make the difference between an organized recovery and a loss of trust that’s hard to repair.
At TecnetOne, we’ve helped organizations navigate these situations, and we know that a technical response without a solid communication strategy is only half the solution. That’s why this guide explains how to manage communication during a ransomware crisis—internally and externally—to minimize damage and strengthen trust.
Before the Crisis: Prepare the Ground
No company is immune to cyberattacks, but those that prepare communicate better. Before an incident occurs, it’s essential to have a clearly defined crisis communication plan.
This includes:
- Define official spokespeople: Only authorized individuals (such as the CEO, CISO, or communications manager) should speak on behalf of the company.
- Establish key messages: Draft general statements ahead of time about how your company protects data, what protocols are in place, and how you respond to incidents.
- Run simulations: Just like you conduct technical drills, practice communication responses to a cyberattack scenario.
At TecnetOne, we recommend integrating the communication plan into your incident response plan to ensure that both technical and public relations teams work in sync.
The First Hours: Act Quickly but Calmly
When ransomware hits, every minute counts. But amid the chaos, it’s crucial to stay calm and control the information being shared.
Initial steps should include:
- Activate the incident response protocol.
- Notify management and the communications team immediately.
- Designate one official channel for internal and external updates.
- Prevent leaks: ask employees not to comment or post about the incident on social media.
Transparency is key—but so is control. Sharing incomplete or inaccurate information can worsen the crisis.
Learn more: Do you know how to spot a phishing attack?
Internal Communication: Your Team Is Part of the Message
One of the most common mistakes in a cybersecurity crisis is neglecting internal communication. Employees are your first brand ambassadors—they need clear information to avoid confusion and misinformation.
What to Communicate
- What happened and what’s being done about it.
- What they should and shouldn’t do. (For example, avoid opening suspicious emails or connecting external devices.)
- Who to contact for questions or to report suspicious activity.
Keep your team updated regularly, even if there’s little progress to report. Silence creates uncertainty, and uncertainty breeds mistrust.
At TecnetOne, we recommend using secure internal communication channels, such as encrypted platforms or dedicated emergency chat systems.
External Communication: Inform Without Damaging Your Reputation
When the attack becomes public or affects customers, partners, or suppliers, external communication becomes a top priority.
The rule is simple: be transparent, but strategic. It’s not about hiding information, but about sharing the right details with accuracy and responsibility.
How to Do It Right
- Issue an official statement as soon as possible. Explain that an incident occurred, that it’s being investigated, and that steps are being taken to protect data.
- Avoid jargon: use clear, human language. Not everyone understands terms like “encryption” or “attack vector.”
- Don’t blame others: take responsibility and focus on the solution.
- Proactively inform affected clients if their data might be compromised, and guide them on what to do next.
Effective communication isn’t just about answering questions—it’s about showing commitment, control, and empathy.
Working with Media and Social Networks
During a crisis, the media and social networks can be both allies and threats. If communication isn’t managed properly, rumors can spread faster than the attack itself.
What You Should Do
- Appoint a trained spokesperson to respond with verified information.
- Create a FAQ section on your website with official updates.
- Monitor social media to detect misinformation or false posts and address them promptly.
- Avoid public arguments: keep your focus on transparency and recovery.
At TecnetOne, we suggest that the communications team work closely with legal and IT departments to ensure that shared information doesn’t interfere with investigations or audits.
Communicating with Clients and Partners
How you communicate the crisis can either strengthen or weaken your relationship with clients and partners. Your main goal should be to maintain trust.
What to Tell Them
- Reassure them that the company is taking swift action.
- Explain containment and recovery measures.
- Provide clear guidance on what they should do (for example, changing passwords or staying alert for phishing attempts).
- Show empathy: acknowledge the inconvenience or impact caused by the incident.
A poorly managed message can come across as defensive or distant. A well-managed one conveys responsibility and humanity.
After the Attack: Transparency and Learning
Once the incident is under control, communication doesn’t end—it’s time to close the loop with transparency and learning.
- Publish a final report detailing what happened and what has been done to prevent recurrence.
- Thank clients, employees, and partners for their understanding and support.
- Reinforce internal cybersecurity awareness.
- Update your communication protocols based on what was learned.
At TecnetOne, we’ve seen that companies that communicate openly after a crisis not only recover their reputation—they often gain credibility.
Similar titles: How the SolarWinds Cyber Attack Worked: Lessons Learned
The Role of the SOC and Immutable Backups
Communication must go hand in hand with prevention. Having a Security Operations Center (SOC) and immutable backups allows you to communicate with confidence.
When you can demonstrate that your data was protected, that the attack was detected promptly, and that you have an unalterable backup copy, your message becomes stronger and more credible.
Immutable backups ensure that your data cannot be modified or encrypted, even if attackers gain access. This allows you to restore operations quickly and communicate publicly that the situation is under control.
Conclusion
Crisis communication during a ransomware attack cannot be improvised—it must be planned, practiced, and executed with empathy and precision.
At TecnetOne, we believe that the difference between a company that survives and one that collapses after a cyberattack doesn’t just lie in its technology—it lies in how it communicates, how it responds, and how it rebuilds trust.
Because ultimately, it’s not just about recovering data—it’s about recovering credibility.
And like everything in cybersecurity, that starts with preparation.
