The response by the British Library following a ransomware attack that it suffered in October was widely praised for its emotional intelligence. CEO Roly Keating highlighted the organisation's focus on communication and wellbeing, acknowledging the emotional impact of the attack on staff and users. The library adopted a more human voice in its communications, culminating in a candid account of the incident's root causes and impact. Keating highlighted the importance of sharing information openly to strengthen others against similar attacks, emphasising the industry-wide relevance of the lessons learned.
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