{"id":70286,"date":"2024-10-24T17:44:42","date_gmt":"2024-10-24T16:44:42","guid":{"rendered":"https:\/\/www.n-able.com\/?p=70286"},"modified":"2025-08-28T10:31:27","modified_gmt":"2025-08-28T09:31:27","slug":"lessons-learned-from-employee-responses-during-cyber-risks","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/pt-br\/blog\/lessons-learned-from-employee-responses-during-cyber-risks","title":{"rendered":"Lessons Learned from Employee Responses During Cyber Risks"},"content":{"rendered":"
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I recently listened in on a call with senior executives of an international organization that learned about a clever scheme going around that sent alerts to employees and then impersonate their HelpDesk to lure victims into installing a rogue remote access tool.<\/p>\n

A deeper analysis revealed that over 200 employees had downloaded the malicious remote access tool, and a baker\u2019s dozen computers had been infiltrated and exploited.<\/p>\n

One executive discussed terminating the employees because \u201cthey should know better,\u201d while another stated how she always reports these \u201cobviously fake\u201d emails and would \u201cnever violate company policies.\u201d Unfortunately, she didn\u2019t report this phishing campaign, or they would have noticed sooner. What\u2019s worse, one exploited employee spent the weekend in fear that Monday would bring her termination for infecting the company.<\/p>\n

This incident serves as a sobering reminder of the need for collective learning. A thorough coaching session with this executive team would\u2019ve reinforce their obligations and emphasize the fact that this was not the first time something like this has happened. In the past, they had greatly affected by a ransomware outage that cost the company millions. However, these incidents should be seen as opportunities to learn and improve.<\/p>\n

If they had implemented controls to administrative access on devices, it would have prevented unwanted application installations and should have been detected by their monitoring services. The point of this story is to remind us that cybersecurity is a team effort in which every level of the organization has a responsibility to know their job and carry their pack.<\/p>\n

It is also a reminder about the crucial concept of\u00a0<\/span>ex<\/strong>pect-actions<\/strong>: the combination of employee expectations in each situation and the actions they take (or do not take) in response. Understanding and applying this concept can significantly enhance an organization\u2019s cybersecurity.<\/p>\n

Managing Employee Expect-actions<\/span><\/h2>\n

These are all examples of Expect-Actions. So, what can leaders do to ensure employees are part of the solution and don\u2019t add to the problem? Here are four things to consider:<\/p>\n

#1 Employees deserve to know.<\/strong><\/span><\/h3>\n

Ten years ago, a large, privately-owned manufacturer was hit by a ransomware attack. Employee communications were laissez-faire and brushed off the impact on employees and their stolen financial and healthcare information. One employee filed a police report and made the incident public.<\/p>\n

Remember, in a cyber incident, employees are potential victims too. Their records might be exposed and stolen. That\u2019s their financial information, secondary information used to validate their identity, and healthcare information. To correct one misguided CMO, exposure of this kind is NOT the same as \u201cinformation surrendered when writing a cheque in a store.\u201d It\u2019s not even close.<\/p>\n

Treat your employees like stakeholders because they are. Keep them informed, be compassionate, and consider that their socio-economic factors differ from yours. They are sacred for their livelihood and financial future.<\/p>\n

It\u2019s also essential that employees respond to the situation. When\u00a0<\/span>Equifax<\/a><\/span>\u00a0<\/span>was hit in a cosmic-scale data breach, unformed employees engaged customers with the regular flair of company cheerleaders. Customer calls and chats started with introductions like \u201cHappy Friday! You\u2019ve got Steve ready and willing to help with your customer service needs today!\u201d Below are a few customer\u00a0<\/span>responses<\/a><\/span>:<\/p>\n<\/div>\n<\/section>\n

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#2 Establish rules of engagement.<\/strong><\/span><\/h3>\n

Every employee should know their role throughout an incident, from early stages, like reporting a potential phishing scheme, to handling media inquiries in later stages when the incident is exposed publicly.<\/p>\n

For those behind the camera, ensure employees refer the media representative to the proper people after collecting the journalist\u2019s name, outlet or publication, deadline date and time, nature of the request, and relevant contact information. But remember, you are not obligated to answer direct questions from journalists. Be polite, not speculative.<\/p>\n

#3 Good intentions can lead to bad outcomes.<\/strong><\/span><\/h3>\n

Sometimes, good intentions lead to negative consequences. When\u00a0<\/span>DLA Piper<\/a><\/span>\u00a0<\/span>was struck with ransomware, a well-meaning IT employee placed a whiteboard in their lobby warning clients and employees of the attack and asking them to avoid connecting to their network. Clients took to social media in frustration, and within hours, national media outlets were filling their news hour with the emerging story.<\/p>\n

This incident reminds us that\u00a0<\/span>cybersecurity is not an IT problem to solve; rather, it\u2019s a business risk to manage<\/strong>.<\/p>\n

When I tell this story in boardrooms, executives often react judgmentally and rail against employees taking unilateral actions. Imagine, if their actions had helped protect the company, the employee would have been hailed as a hero. So, it\u2019s an ambiguous line to cross. Erase the ambiguity by creating a decision-making matrix. Detection of potential incidents should flow upwards to leaders tasked with critical decision-making. These leaders must consider the potential consequences (second order of effects) and find the least bad option when things aren\u2019t going the organization\u2019s way.<\/p>\n

#4 Avoid misrepresenting the company.<\/strong><\/span><\/h3>\n

In a similar incident, the CEO of a firm met the press out in their parking lot and pretended to be a mid-level employee to convince the local TV reporter that there was \u201cNothing to see here.\u201d Move along. Of course, the next day, he had to go in front of the same cameras (and reporter) to admit to the incident. You can imagine how well his 180-degree turnabout went and how favorable the resulting overage was.<\/p>\n

When it comes to media inquiries, it\u2019s important to communicate specific responses. Media representatives will call and email multiple levels of the business or organization. In most cases, costly sound bites result from flustered employees trying to do the right thing. Or, in the case of an untrained executive, taking matters into their hands using grade-school drama techniques.<\/p>\n

Only authorized representatives should conduct media interactions. And these people should be trained. There is a litany of \u201cwhat not to do\u201d videos on YouTube showcasing executive blunders: The CEO of BlackBerry\u00a0<\/span>melting down<\/a><\/span>\u00a0<\/span>and storming out of a BBC interview because the interviewer was more interested in their tanking stock than the launch of the late-to-market tablet, The\u00a0<\/span>CEO of a major food chain<\/a><\/span>\u00a0<\/span>singing \u201cWe\u2019re in the money\u201d while being interviewed about a merger with their next largest rival (subsequently the deal was stopped by the British Parliament), and of course, the\u00a0<\/span>CEO of BP<\/a><\/span>\u00a0<\/span>lamenting about \u201cwanting his life back too\u201d after the sinking of the Deepwater Horizon flooded the Gulf Coast in billions of gallons of unrefined petroleum (not to mention to loss of life and livelihoods). Representatives must be trained to manage the glare when the red light goes on.<\/p>\n

Empower Your Employees<\/span><\/h2>\n

Employees can make a difference in a cyber incident. The best thing leadership can do is prepare their teams to manage an incident. It means considering cyber risk through measuring obligations to budgeting, training, and testing and building our incident response planning and teams. They are your greatest assets during an incident. AI won\u2019t help you. As one CEO under a ransomware attack lamented, \u201ccybercrime is a crime you have to manage on your own.\u201d He is right in one respect. Heavy is the head that wears the cyber crown. But you\u2019re not alone. You have your team. Lean on them. Know their expectations, set clear guidelines, and give them the\u00a0<\/span>what<\/strong>\u00a0<\/span>and not the\u00a0<\/span>how<\/strong>. This will empower your team to be solution-makers.<\/p>\n

At the end of the day, cyber incidents are complex and emotionally stressful. The Adlumin Security Operations Platform can help prepare your executive leadership and provide no-obligation security briefings.<\/p>\n<\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"

Enhance cybersecurity by empowering employees, managing media, and preparing leadership for incidents. Discover key strategies to protect your business today.<\/p>\n","protected":false},"author":24,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-70286","post","type-post","status-publish","format-standard","hentry","topic-cyber-resilience","topic-security"],"acf":[],"yoast_head":"\nLessons Learned from Employee Responses During Cyber Risks - N-able<\/title>\n<meta name=\"description\" content=\"Empower employees and prepare leaders to handle cyber incidents with clear guidelines, media training, and effective risk management strategies.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/pt-br\/blog\/lessons-learned-from-employee-responses-during-cyber-risks\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Lessons Learned from Employee Responses During Cyber Risks - 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