When a cyber attack hits, people usually zoom in on the financial losses and operational chaos it creates. But there’s another side we just can’t ignore: the emotional struggle of the staff who have to pick up the pieces. The folks on the front lines of recovery face a mountain of stress that often goes unnoticed in recovery plans. Being involved in recovery feels like running a marathon, not a sprint.
From my experience during a cyber incident, I’ve seen how hard it is for employees dealing with the aftermath. The feelings of shock and uncertainty are tough to shake off. The emotional roller coaster ranges from acute stress to a crushing sense of guilt and fear. Here’s what I observed during the recovery process:
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Stress and Anxiety
We faced a ransomware attack where attackers had already moved through our infrastructure before we detected it. The atmosphere during containment was tense, especially for the IT team. The constant pressure, coupled with long hours and weekends away from home, skyrocketed stress levels. No one knew how extensive the damage was, and that uncertainty ate away at everyone’s peace of mind. -
Fear of Failure
The weight of responsibility felt enormous. Recovery staff were haunted by the fear of failing to restore systems on time or to safeguard sensitive data. This pressure created moments of self-doubt, making them feel like they were somehow to blame for the attack. -
Sense of Isolation
Many employees found themselves working alone, both physically and emotionally. This isolation intensified their feelings of loneliness, adding another layer of strain to an already challenging situation. - Burnout
The risk of burnout was my biggest concern for the team. The demands were relentless, leading to exhaustion and a drop in morale. Long hours and high stakes drained people’s energy and focus, leaving them emotionally worn out.
Supporting Staff Through Recovery
Companies must get ahead of the emotional challenges their employees face during and after a cyber attack. By recognizing these needs, organizations can foster stronger, more resilient teams. Here are some key takeaways:
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Clear Communication
We made it a priority to keep everyone informed during the attack. Transparency about the situation, recovery steps, and expected outcomes helped calm the uncertainty. After the crisis, consistent updates on how recovery was progressing rebuilt trust across the board. -
Provide Emotional Support
Offering access to mental health resources and counseling services made a significant difference. At my organization, we provided a free counseling service, giving staff an avenue to express their feelings and seek help. -
Promote Work-Life Balance
We recognized the hard work put in by our team. Offering extra hours off and flexible scheduling made it easier for them to juggle personal lives. It was also crucial to ensure they had time to rest, including providing hotel accommodations if they couldn’t easily get home. - Provide Recognition and Appreciation
Management made it a point to thank the staff personally and in writing. This acknowledgment emphasized the value of their hard work during recovery. Additionally, we made sure to keep them fueled with food and drinks while they tackled the tough tasks at hand.
Be Prepared for the Emotional Impact
The emotional fallout from a cyber attack can overshadow the technical and financial aspects. Employees involved in the recovery often face serious stress, fear, isolation, and burnout. Organizations have to step up and handle these emotional tolls through clear communication, support, and resources. By doing so, they not only help staff cope with the immediate crisis but also strengthen their workforce for whatever challenges may come next.
Sean Green is interim CIO at Birkbeck, University of London.
