May 20, 2024 at 05:45AM
The British Library CEO Roly Keating emphasized the importance of emotional intelligence in managing the response to a ransomware attack. The organization prioritized frequent and empathetic communication as it navigated the recovery process, including openly sharing a detailed analysis of the incident. Cross-sector collaboration was also crucial to the library’s efforts.
The British Library’s response to the ransomware attack was characterized by a focus on emotional intelligence and transparency. CEO Roly Keating emphasized the importance of regularly communicating with partners, scholars, and researchers, acknowledging the emotional impact of the attack and adopting a more human voice in communication. The organization also aimed to share information openly to benefit peer organizations and increase resilience against future attacks. Keating highlighted the support and advice received from partners, stakeholders, and national authorities, emphasizing the importance of cross-sector collaboration in building national resilience to cyber attacks. The full technical rebuild of the organization is ongoing, with a focus on managing legacy systems and deploying multi-factor authentication across the organization. While some library services remain unavailable or partially available, new capabilities are being restored regularly, and the organization is keeping users updated on available services through its website. Despite the impact on service quality, the British Library was able to keep its doors open to the public throughout the attack and did not engage with the perpetrators. Keating stressed the importance of storytelling and communication with stakeholders, highlighting the widespread impact of the organization’s work across the UK and the world.