Supporting legal strategy throughout a prolonged cyber event

When a leading insurance brokerage learned of a cyber security data breach, its reputation was on the line with carriers, partners, vendors, clients and employees.

While cybersecurity events are unfortunate, it is possible to navigate the incident response without significant brand impact. The real reputational risk is failing to communicate in a timely manner that aligns with legal and investigative priorities. In these cases, a balance of factual and transparent communication delivered with empathy is critical to effective response.

In support of the legal strategy, and rooted in a reputation management framework, ChangeMakers delivered strategies, processes, and materials that enabled leadership and spokespersons to deliver meaningful communication tailored to each internal and external stakeholders. At the same time, we provided regular counsel on proactive and responsive media strategies that evolved based on the facts, progress and stakeholder concerns before during and after disclosure.

Effective communication ensured that the cyber incident was a blip on the radar for our client. While traditional media sentiment turned somewhat negative during the time immediately following disclosure, ChangeMakers’ data intelligence capabilities proved overall sentiment quickly returned to pre-disclosure baseline levels.