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British Library’s candid ransomware comms driven by ’emotional intelligence’

Posted on May 20, 2024 by Dissent

Connor Jones reports:

Emotional intelligence was at the heart of the British Library’s widely hailed response to its October ransomware attack, according to CEO Roly Keating.

The British Library’s (BL) ransomware attack last year was one of the most damaging in recent memory, at least in the UK. The transparency of the organization’s response over the following months was hailed as what should be the industry standard.

Keating said from the outset the Library was acutely aware of how many partners, scholars, and researchers rely on its services worldwide, so the plan was to communicate often, even if that was just a short update saying very little.

“But I think it’s probably fair to say early on it was all quite dry; rapidly we began to realize we had to be a little bit more emotionally intelligent than that,” he told delegates at British cyberintelligence talkshop CyberUK 2024 last week.

Read more at The Register.

The library’s response and their comments on it are well-worth reading and stands as a refreshing and inspiring alternative to entities who circle the wagons defensively and fail to say much, citing “ongoing investigations,” etc.

Category: Commentaries and AnalysesGovernment SectorMalwareNon-U.S.Of Note

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