Advisories
CISA & FBI Release Guidance on Clear Crisis Messaging During IT/OT Outages
CISA, the FBI and international partners have issued new best‑practice guidance for service providers on how to communicate during IT and OT outages. The document stresses that clear, timely, accurate, and audience‑appropriate messaging is essential to prevent panic, contain cascading failures and maintain public trust. It outlines core principles—clarity, accountability, transparency—and offers concrete steps for crisis communication planning, legal alignment, operational security, and coordination with law enforcement. The guidance also ties into CISA’s CI Fortify program, which equips criti
When an outage hits a critical system—whether from a cyber attack, human error, equipment failure, or a natural disaster—miscommunication can amplify the damage. CISA, the FBI and a coalition of international partners have now published a concise playbook for service providers on how to keep stakeholders informed while preserving operational integrity.
Core Principles
- Clarity – Use plain language and avoid jargon that can confuse end users.
- Accountability – Identify the source of the message and the responsible party.
- Transparency – Share what is known, what is being done, and what is still uncertain.
Key Elements of Effective Crisis Messaging
- Timely updates that match the evolving situation.
- Audience‑specific content: technical details for operators, high‑level status for executives, and concise reassurance for the public.
- Consistent tone that aligns with legal obligations, operational security, and law‑enforcement coordination.
- Regular, predictable communication intervals even when no new information is available.
Planning for the Unexpected
- Assume telecommunications may be unreliable; embed backup channels (satellite, radio, secure messaging) into the crisis plan.
- Integrate communication strategies with isolation and recovery tactics from CISA’s CI Fortify initiative.
- Maintain a clear chain of command so messages flow through the correct escalation path.
- Document every communication to support post‑incident analysis and legal compliance.
Why It Matters
Outages can cascade across interconnected systems, turning a localized fault into a national emergency. By delivering precise, honest updates, organizations can reduce speculation, limit operational impact, and preserve the trust of customers and regulators alike.
Critical infrastructure owners and operators are urged to adopt these guidelines now, ensuring that their crisis‑communication plans are as robust as their technical defenses.
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