How Pen and Paper Comes to the Rescue in an IT Crisis

In an era dominated by technology, the unexpected chaos of a software failure can remind us of the vital role that traditional methods, like pen and paper, can still play. A recent incident on July 19, 2024, exemplified this when a software bug from CrowdStrike rendered 8.5 million computers worldwide inoperable, causing significant disruptions, particularly in the airline industry.

The Airline Crisis

As travelers across the globe faced the fallout, Anthony Bosman, an academic from Andrews University, experienced firsthand the chaos at an airport when he couldn't access his mobile boarding pass. He observed airline staff resorting to the age-old practice of checking passenger names on paper lists and writing out boarding passes by hand. "It felt like a blast from the past," Bosman remarked, reflecting on the surprising efficiency of this traditional method amidst a tech crisis.

This incident was not isolated; similar stories emerged from passengers in India and various sectors, including banking, telecommunications, and healthcare, highlighting a widespread disruption caused by the software glitch.

Lessons from Past Cyber Incidents

Historically, numerous organizations have found themselves reverting to pen-and-paper systems during IT crises. British GPs, employees at Travelex, and the Rouen hospital in France have all faced situations that required old-fashioned record-keeping due to cyber-attacks or system failures.

Cybersecurity experts now advocate for preparing organizations for such eventualities. Rather than treating pen-and-paper processes as a last resort, some experts suggest integrating them into regular training. This preparation ensures that staff can transition smoothly away from digital systems when necessary.

Norsk Hydro's Experience

Norsk Hydro, a Norwegian aluminium and renewable energy company, faced a significant ransomware attack in 2019 that locked staff out of 20,000 computers. Refusing to pay the ransom, the company found its employees improvising to maintain operations. They dug out old binders containing essential production information and even resorted to buying computers and printers locally to produce necessary documents.

Halvor Molland, a spokesperson for Hydro, noted that despite a production decrease of up to 50%, the resilience and creativity of staff kept the business afloat. He highlighted the importance of maintaining printed copies of critical information to facilitate continuity during digital outages.

The Importance of Preparedness

Chris Butler, a resilience director at a business continuity firm, emphasizes the necessity of disaster preparedness. One client developed "disaster recovery packs" for each branch, which included paper forms and even a fax machine to ensure continuity in case of digital failures. Additionally, practicing using manual processes can enhance employee readiness during real incidents.Organizations are encouraged to conduct training days where employees simulate scenarios using flipcharts or whiteboards, effectively preparing them for potential outages.

Challenges of Paper-Based Processes

While reverting to pen-and-paper methods can be beneficial, it's essential to recognize their limitations. Gareth Mott from the Royal United Services Institute points out that such systems do not scale well and may slow down operations, particularly in fast-paced environments like banking. Coordination across multiple locations can become challenging, making it imperative for organizations to strategize effectively.

Beyond traditional methods, some firms are exploring innovative solutions, like distributing Chromebooks that allow staff to work offline, or establishing secure messaging groups via platforms like WhatsApp or Signal for internal communication.

As companies increasingly face the threat of cyber-attacks and IT disruptions, the lessons learned from recent incidents underscore the importance of being prepared for a return to simpler methods. By incorporating pen and paper into their contingency plans, organizations can enhance resilience, ensuring that they can navigate crises effectively and continue operations even when technology fails. Ultimately, while technology is vital, the ability to adapt and use traditional methods can be a lifesaver in times of need.