Crisis Communications | Strategic Communications

The first communication made in a cyber incident can set the perception for the entire experience. Ineffective communications can influence liability, draw the attention of regulators and become the basis for litigious action. Simultaneously, while some legislation may provide the framework for many corporate statements, media attention can be exacerbated by purposely hiding key details or abusing cliché messages. Whether your incident involves 50 or five million individuals; affected customers, employees, investors, suppliers and other stakeholders will expect to hear from you and that first communication can make all the difference.

Our communications experts navigate incident response, notification and all aspects of stakeholder engagement to protect reputation, secure trust and minimize disruption for you, your employees, customers and partners. Our team instills a disciplined communications approach that focuses on outcomes and objectives that align client and stakeholder interests—equipping clients to effectively manage any reputational event.

Key Strategic Communications Services

Incident Response

Rapidly deployable, Kroll’s Strategic Communications team uses a tested approach in cooperation with legal counsel to assess stakeholder impact, operational needs and regulatory requirements to create a disciplined communications strategy for stakeholder engagement that protects reputation, secures trust and minimizes disruption.

The team advises for all stakeholder engagement, including employees, customers, shareholders, partners and media, developing the messaging and materials in a comprehensive “playbook” that aligns all communications to ensure consistency and accuracy through all channels.

Preparedness

Kroll works with clients to evaluate and build crisis communications plans that improve their reputation management capabilities. Starting with an audit of materials, processes and threats, Kroll delivers a communications risk assessment, and then works with clients to develop communications processes, metrics and guidance to prepare for any potential reputational risk. This can be expanded with in-depth scenario playbooks for specific risks, creating specialized response strategies to mitigate threats and ensure responsible approaches.

Training

Plans are only paper until they’re practiced. The Strategic Communications team can provide a full range of trainings to build the skills of executives and employees from sixty-minute media trainings to full-day, multi-chapter simulations. Every employee is a potential representative from the front-desk who answers the phone to the sales team connecting with customers and the media spokesperson talking to reporters. Kroll can support every level to enhance their skills and capabilities.

Featured Deliverables

Incident Response	Preparedness	Training
Strategic communications advice Stakeholder mapping and prioritization Messaging strategy and development Material creation/playbooks Letters/emails Media statements Website content Social media posts/responses Post-incident media monitoring and reporting	Risk Assessment Audit of existing materials and processes Interviews with key stakeholders Delivery of assessment report	Training Refresher 30–120 minutes Interview tips and tricks Interview practice
		Cyber Security Communications Plan Process, protocols and principles Severity assessment structure Roles and responsibilities	Messaging Training 2-4 hours Message delivery Handling hard Q&A Message development Interview practice and review
		Scenario-specific Playbooks Messaging/Q&A Holding statements Stakeholder prioritization Alternative channels	Tabletop Scenarios 2-4 hours Advanced scenarios presentation Material development
		Monitoring & Tracking Landscape monitoring of known issues to be current on topics Ongoing advice to tailor strategy and approach	Simulation 4-8 hours Advanced, evolving scenario Roleplay participation

Go Beyond Cyber Crisis Communications

Our communications team are not only experts in cyber security incident response and preparedness but also have a proven record in non-cyber reputation management. The team is available to consult on any potential reputational concern.

Kroll experts handle more than 3,000 cyber incidents of all types annually, supporting clients through every stage of an incident in a wide range of difficult situations across dozens of industries. Combined with Kroll’s expertise in compliance and regulatory consulting, investigations and disputes, restructuring and corporate finance, our Strategic Communications team can help navigate a myriad of sensitive issues. Additionally, through Kroll’s extensive relationship with insurance brokers and preferred/approved vendor status with insurance carriers, our strategic communications services can be engaged as part of a claim.

Hit the Right Tone at Every Stage

In many cases, the reputational impact doesn’t come from the incident itself but how the company responds and how it communicates with stakeholders who were impacted. At every stage, Kroll can help clients prepare for challenges, avoid missteps and engage responsibly with its stakeholders. Use the links on this page to explore our services further or speak to a Kroll expert today via our 24x7 cyber incident hotlines or our contact page.