An office memo that tosses around terms like DRM, botnet, FTP, spear phishing and worm could be a quick, easy read for the head of the IT department. But for everyone else in the organization it may or may not be one big mass of confusion. And with that bewilderment comes potential danger, says J. Eduardo Campos, co-founder with his wife, Erica, of Embedded-Knowledge Inc. (www.embedded-knowledge.com) and co-author with her of From Problem Solving to Solution Design: Turning Ideas into Actions. “There’s a serious gap in communication skills between cybersecurity pros and their general audiences, and it’s essential for the people on the IT side to bridge it,” Campos says. “Increasingly complex security threats demand that cybersecurity professionals use plain language when they are communicating with those less familiar with tech talk.” Otherwise, he says, an organization could be vulnerable to hackers even if the staff had been warned about what to look for, simply because the employees didn’t understand the language behind the warning. After all, cyber threats aren’t just a technology problem – they are a people problem, says Campos, who worked on cyber threats as a former employee of Microsoft. “People are the weakest link in computer security and many companies don’t promote a company philosophy of ‘computer security is everybody’s business,’ ” he says. Campos suggests a few ways to improve communication between those in charge of cybersecurity and everyone else in the organization:
- Incorporate this need into the hiring process. When hiring new staff for your IT and cybersecurity team, look for experts who have not only tech skills, but also the skills necessary to comfortably interact socially and clearly communicate in lay terms with all the stakeholders in the organization.
- Focus on training. Cybersecurity teams can be trained to become solution designers who can connect the dots, Campos says. They can then capture, clarify, and address all stakeholders’ concerns, helping them to determine and keep their goals aligned. Such cybersecurity pros enable success by listening to everyone involved before sharing their own viewpoints.
- Realize this is an ongoing process. It’s important to ensure that the improved communication is sustained over the long haul, and people don’t revert to old ways down the road, Campos says. “You will want to monitor the situation so that you can quickly spot and head off any problems,” he says. “You can create a feedback loop so that the employees are encouraged to let you know how things are working.”