Prompt and transparent communication is vital following a ransomware attack to ensure stakeholders understand the situation and maintain confidence in your organisation. By informing employees, customers, partners and regulators quickly, businesses can reduce uncertainty, prevent speculation and minimise reputational damage.
Clear, consistent messaging helps retain trust and demonstrates that the incident is under control, reducing the risk of misinformation spreading. At Solace Cyber, our cyber incident response experts prioritise open communication throughout recovery, providing timely updates on impact, remediation steps and next actions.
This proactive approach reassures stakeholders, supports regulatory compliance and protects organisational reputation during the critical recovery phase.
Establishing a Clear Ransomware Communication Plan
An effective ransomware communication plan starts with clarity on internal roles and responsibilities. Designating a dedicated Incident Manager ensures that all employees receive clear, actionable instructions - from identifying suspicious activity to isolating systems and accessing approved recovery tools.
By providing structured briefings and practical step-by-step guidance, businesses empower staff to act confidently and reduce the risk of accidental malware spread.
Externally, timely and factual updates to customers, partners and regulators help minimise confusion and show that the situation is being managed professionally. At Solace Cyber, we recommend issuing straightforward statements that explain what happened, the current impact and the steps being taken to resolve the incident.
This level of transparency demonstrates accountability, helps meet regulatory requirements, and most importantly, preserves trust. A consistent communication approach also protects brand reputation by reducing speculation, preventing misinformation, and ensuring all audiences receive accurate updates through official channels.
Solace Cyber advises centralising enquiries via a single point of contact and supplementing with regularly updated FAQs and status reports. This structured approach not only reassures stakeholders that the incident is under control but also positions your organisation as responsible, responsive and resilient - safeguarding both operations and brand credibility during a crisis.
Crafting Effective Messages
Writing clear, concise and reassuring communications is essential in any ransomware response. Use plain language and short sentences to explain the situation without technical jargon.
Begin with a brief summary of what happened, followed by a simple statement of impact - for example, which systems are affected and whether customer data is involved. Outline the steps being taken to contain the breach, remediate systems and protect data, and specify when stakeholders can expect further updates.
Key details to include are:
- Nature of the Incident
- Scope
- Current Impact on Operations
- Immediate Actions in Progress
- Clear Next Steps
Include timelines for resolution and points of contact for questions. Consistency in messaging reassures stakeholders and reduces confusion.
Ensuring compliance with legal and regulatory requirements means referencing reporting obligations, such as data breach notifications to regulators (for example the ICO under GDPR), and documenting all communications.
Solace Cyber’s cyber incident response experts prepare comprehensive documentation for legal compliance and insurance claims, ensuring all stakeholder notifications meet regulatory standards.
By integrating these elements into a ransomware communication plan, businesses demonstrate accountability, protect reputation and maintain stakeholder trust throughout recovery.
Providing Guidance & Managing Concerns
Different audiences have distinct concerns during a cyber incident response, so a clear ransomware communication plan should anticipate and answer common questions.
Employees typically want to know what actions to take and how the incident affects their day‑to‑day work. Customers and partners need reassurance about data security and service continuity, while regulators require confirmation that reporting obligations are being met.
Set up a dedicated ransomware response team or single point of contact - such as an Incident Manager - to field enquiries, ensuring messages remain consistent and accurate. Solace Cyber’s ransomware recovery service includes a staffed hotline, centralised email address and scheduled briefings to maintain transparency.
Offer stakeholders easily accessible resources: an FAQ page covering key topics, regular status updates and a clear timeline for next steps. This structured support reduces uncertainty, prevents misinformation and reinforces confidence in your organisation’s ability to manage the incident effectively.
Establishing Communication Protocols
Select communication channels based on audience and urgency. Internal teams benefit most from direct email and secure messaging, while customers and partners should receive updates via press releases, company website notices and targeted outreach.
Social media is useful for broad public statements but should link back to official resources.
Maintain a regular update cadence - for example, an initial notification within hours of detection, followed by daily status reports or whenever material changes occur. Consistent transparency throughout the recovery process reassures stakeholders that your cyber incident response is progressing effectively.
Issue official statements as soon as key facts are verified. Involve legal and PR teams before external publication to ensure compliance with regulatory requirements and protect reputation.
Our Incident Managers coordinate these reviews, guaranteeing that all communications are accurate when notifying stakeholders. And we ensure that all communications are timely and aligned with legal obligations.
Develop Your Ransomware Communication Plan Today with Solace Cyber
Businesses that lack a response strategy risk prolonged disruption, loss of trust and regulatory penalties. Solace Cyber’s proven expertise in cyber incident response ensures you’re prepared to notify stakeholders quickly and effectively, minimising reputational damage and operational downtime.
With ISO 27001 accreditation and NCSC approval, Solace Cyber has supported hundreds of organisations through every stage of ransomware response - from initial breach triage to full recovery.
Visit our about page to learn more about our team’s credentials and commitment to rapid, transparent support. Don’t wait until an attack strikes: develop a structured communication plan today or engage Solace Cyber’s specialists for immediate guidance.
Call us now on 01202 308818 or visit our contact page to start safeguarding your business against cyber threats.
