This week we explore why so many organisations fall short in how they respond publicly to a cyber incident or data breach.
Even for organisations that have a well-exercised “crisis communications” muscle, too often a data breach results in a response that infuriates and erodes trust in equal measure.
We explore why standard crisis comms principles don’t always apply in a data breach, and what good looks like.
Links:
Article with analysis of Qantas comms response (Mumbrella) https://mumbrella.com.au/just-trust-us-were-qantas-880124
Article with analysis of Qantas comms response (Security Brief) https://securitybrief.com.au/story/experts-give-qantas-mixed-reviews-on-cyber-breach-response
Oped from James Turner on Qantas data breach (AFR) https://www.afr.com/technology/why-the-qantas-hack-should-send-chills-around-corporate-australia-20250710-p5me2r
Article about Qantas data breach (Guardian) https://www.theguardian.com/business/2025/jul/02/qantas-confirms-cyber-attack-exposes-records-of-up-to-6-million-customers
Article about PageUp data breach (Guardian) https://www.theguardian.com/technology/2018/jun/07/thousands-of-job-seekers-details-potentially-exposed-in-hack
elevenM blog on cyber crisis communications (elevenM) https://elevenm.com.au/blog/the-four-pitfalls-of-cyber-crisis-communications/
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Transcript
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