Beyond the Noise - the PRWeek podcast14 Touko 2025

Cyber attack comms: 'We were rabbits in headlights'

What's the best way to handle comms when a cyber attack hits? PRWeek UK's latest podcast takes a look.

With recent attacks on well-known UK retailers Marks & Spencer, the Co-op and Harrods, the Beyond the Noise podcast delves into the issue with two expert guests.

Beyond the Noise looks at some of the biggest issues affecting communications and PR. Download the podcast via Apple, Spotify, or listen on your favourite platform.

Our guests this week include someone with first hand experience of a cyber attack at their organisation. Jack Richards is global head of integrated & field marketing at Onclusive, the media monitoring company that encountered a cyber-security incident in February 2024.

Our other guest is Charlotte McGill from Burson UK’s Crisis Team, who has advised clients on cyber attacks.

Speaking to PRWeek UK editor John Harrington, Richards discusses how Onclusive reacted when the cyber attack hit, how the company's approach changed over time, and what, in hindsight, Onclusive should have done differently.

"We were running on instinct rather than data a lot of the time," he states, and explains how Onclusive changed its crisis comms plan after the incident.

McGill and Richards talk more broadly about the importance of being prepared for a cyber attack, and getting buy-in from the senior leadership about the vital role played by comms.

They emphasise the need to keep stakeholders informed while not being too hasty with announcements. The issue of who at an organisation is the best to 'front' the response is also discussed.

The duo end by offering their top tips for handling comms during a cyber attack.

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