Communication is Not an Option

Abstract

In a psychosocial approach to cybersecurity, we cannot neglect the role played by communication, since it is the key of any security strategy and, generally speaking, it is fundamental in any environment where human beings interact. In this chapter, we discuss the importance of both internal communication, in order to disseminate contents related to cybersecurity, and crisis communication management, when crisis events such as data breaches occur. Firstly, communication supports the building of Cybersecurity Culture through the sharing of common values and beliefs among workers. For this goal, it is important to use clear and understandable communication, since it is not obvious that all employees know technical language. Moreover, for effective communication, cognitive and emotional aspects have to be taken into consideration. For example, since communication about risks can evocate adverse effects, messages need to balance positive and negative elements, in order to put people in the condition to feel able to handle threats; otherwise the real risk is the adoption of careless or passive behaviour. Finally, an effective communication strategy for managing crisis events is essential to preserve company’s reputation. In an always-on world the topic of reputation is vital for everyone, individuals and organizations, since it is more and more dependent on people’s interactions in the digital world. Data breaches can produce serious impacts for future business: compromising the relationship with their stakeholders, organizations put at risk the opportunities of new trade, and therefore, they should pay great attention to customers data protection.