In part five of this series, Furia Rubel B2B Marketing and Public Relations CEO, Gina Rubel, discusses the 6 Stages of Crisis Response When a Bank’s Website is Hacked. While the focus of the presentation is on community bank crisis management, the stages of crisis response and crisis management apply across the board to all businesses and in particular law firms, accounting firms, financial service providers, nonprofits, municipalities and other business.
Below is a textual overview of the video.
6 Stages of Crisis Response When a Bank’s Website is Hacked
In this video, crisis management expert, Gina Rubel, addresses the six stages of a crisis response when a community bank’s website is hacked. Every crisis management plan (CMP) should include examples of a crisis (or incident) that would trigger the need to respond with crisis management. A likely scenario today is when a community bank’s website is hacked.
SIX STAGES OF A CRISIS RESPONSE PLAN
- Recognize and identify the issue
- Mobilize your Crisis Response Team (CRT) – be sure to have cell and home phones, personal and business email addresses, and social media profile URLs in your plan
- Conduct CRT call or meeting
- Contain: draft and post a holding statement (if necessary)
- Communicate to critical audiences
- Provide all necessary tools for experts to eradicate issue
- Communicate issue
- Monitor and evaluate, keep an eye on social media sites
- Implement recovery plan
- Draft resolution statement
- Alert audiences that issue has been addressed including through social media
- Provide necessary information to important audiences (what happened, how it may have happened, what was done to rectify it, and what is being done moving forward)
- Follow up with affected parties directly
- Conduct post-mortem review
- Evaluate effectiveness of CRT
- Evaluate effectiveness of response tactics
- Update scenarios and response tactics in CMP
- Update contact lists (CRT, media, etc.)
- Re-train CRT