CISA and FBI Release Guidance on Crisis Communications for Service Providers During IT and OT Outages

The Cybersecurity and Infrastructure Security Agency (CISA), in coordination with the Federal Bureau of Investigation (FBI) and international partners, has released new guidance addressing communications during service outages. Titled 'Communicating Under Pressure: Best Practices for Service Providers,' the advisory recognizes that IT and operational technology (OT) outages—whether caused by cyber threat actors, human error, equipment failure, or natural hazards—can create disruption and societal panic even without speculative input from end users and the public.

The guidance notes that outages at one organization may cascade across interconnected systems, increasing uncertainty and alarm. Core principles emphasized include clarity, accountability, and transparency. The advisory details key elements of effective crisis messaging designed to inform affected stakeholders and the public while aligning with legal requirements, operational security considerations, law enforcement objectives, and containment efforts.

CISA's CI Fortify initiative is referenced as a resource to help critical infrastructure organizations prepare to isolate and recover vital OT systems during a major cyber incident or crisis. The guidance stresses that changes in service availability, whether from outages or isolation as a defensive strategy, require transparent and ongoing communication to help end users minimize operational impact, limit speculation, and preserve trust. For emergency planning, critical infrastructure owners and operators are advised to assume that telecommunications services may be disrupted or unreliable, making it crucial to have crisis communications plans in place that integrate backup communication methods and clarify the type of communication expected from service providers.

The advisory is intended to help organizations maintain clear, timely, accurate communications during outages to prevent societal panic, limit speculation, and preserve trust, while also supporting containment and law enforcement efforts.