Communicating Under Pressure: Best Practices for Service Providers

Developed by CISA, the Federal Bureau of Investigation, and international partners, this guidance describes how organizations can plan and execute clear, timely, accurate, and audience-appropriate communications during IT and operational technology (OT) outages. Whether caused by cyber threat actors, human error, equipment failure, or natural hazards, service outages can create disruption and societal panic even without speculation from end users and the public as added factors. Outages at one organization may cascade across interconnected systems, increasing uncertainty and alarm.