When your CISO has a playbook and your CEO doesn't, that's a problem

CEO is asking what to say, the lawyer is asking what not to, CISO is updating real time, and the communications lead has 40 minutes before a journalist files. What determines the outcome is whether the people in that room had the conversation beforehand.

We put together a crisis communications and incident response overview for the people across that entire chain. The CISO. The CEO. The communications lead. The product manager fielding panicked messages at 2am. The customer service team who will take the calls. Because when it happens, the communication chain matters as much as the technical one.