Context
- The institution suffered a cyberattack that affected its operations
- CARRALSIERRA stepped in during the critical situation, quickly analyzing the situation and delivering the appropriate messages
- The impact was mitigated through close communication with key stakeholders and messages and spokespeople that conveyed confidence and calm
- The institution returned to normal shortly afterwards with no reputational impact
Activities
- Creation and coordination of a Crisis Committee
- Development of key messages
- Development of proactive and reactive positioning statements
- Spokesperson training
- Environment monitoring
- Reporting and recommendations
Results
- The Crisis Committee remains in place, continuously monitoring reputational risk factors and working on preventing any issue that could affect the organization's reputation
- Investors, clients and other key audiences were properly informed, mitigating the impact of the crisis
- The number of clients remained stable despite the situation