Cyber Threats Outreach In Telecom - Leaflet

EUROPEAN UNION AGENCY FOR CYBERSECURITY

WARNING TELECOM USERS ABOUT CYBER THREATS

Guidelines for National Authorities and telecom providers on how to inform users about cyber threats. CYBER THREATS: TYPES OF CONSUMER OUTREACH

General awareness raising activities Communications about specific about potential security threats security threats

General, ex ante communication Communication about a specific threat, about possible threats and preventive including advice for mitigative measures measures e.g. importance of strong e.g. protecting against SIM Swapping passwords.

FRAMEWORK FOR CONSUMER OUTREACH

General cybersecurity awareness raising

Not particular

1. TRIGGER 2. COMMUNICATE 3. EVALUATE

NEW (is the threat particular (determine target audience, (measure the effect of THREAT and significant?) choose channel, explain the outreach) measures and, if appropriate, explain the threat)

CHECKLIST – WHEN AND HOW TO CARRY OUT OUTREACH ACTIVITIES

Short name Descriptive name of the threat

THREAT INFORMATION

Date Date Description Short description of the threat References Reference to background information, media reports, etc Nature of the threat Choose from: System failures, Natural phenomena, Malicious actions, human errors, third-party failures. Potential impact Describe the potential impact on the network or service 1. TRIGGER Particular Determine if the threat is particular or common/general. Significant risk Determine if there is a significant risk: Assess the likelihood and the potential impact to find the level of risk. Outreach or not Yes or no Channel Choose from: SMS, emails, social media (general or direct), company’s

2. COMMUNICATE

app, company’s website, other (please specify) Measures or remedy List specific measures the customer can take or, if there are none, explain what the outreach aims to achieve. Include threat information Assess whether information about the threat itself can be included in the outreach. Communication received Describe how to measure if the communication reached the

3. EVALUATE

customers. Did customers take action? Describe how to measure if the customers reacted Other KPIs Describe other KPIs that can be used to assess effectiveness.