Communicating Under Pressure: Best Practices for Service Providers
CISA, FBI, and international partners issued guidance on crisis communications for service providers during IT and OT outages, emphasizing clarity, transparency, and backup channels.
CISA, the FBI, and international partners published guidance on planning and executing clear, timely, audience-appropriate communications during IT and OT service outages, whether caused by cyber threat actors, human error, or natural hazards. The guidance stresses clarity, accountability, and transparency, and warns that outages at one organization can cascade across interconnected systems. It recommends critical infrastructure owners assume telecommunications may be unreliable and integrate backup communication methods into crisis plans, and points to CISA's CI Fortify initiative for OT isolation and recovery resources.