Unscripted Practices for Uncertain Events: Organizational Problems in Cybersecurity Incident Management

Scripts can help us understand the designer–user relationship, by offering analysis of designers’ intent in technological objects and examination of users’ behaviors through willingness (and unwillingness) to take on scripts. But how are we to understand these relationships in the context of cybersecurity, in the face of adversaries determined to gain unauthorized access to computer systems by actively subverting scripts? In effect, cybersecurity attacks involve re-scripting of computing systems to gain unauthorized access through unscripted features of these systems. Cybersecurity attacks are always uncertain events: attackers can never be certain when re-scripting will be successful, and defenders can never be certain when or where to expect an attack, as unscripted features are difficult to know until they are exploited. In this paper, I study practices of cybersecurity incident response to examine how cybersecurity engineers respond to the novel attacks they encounter daily. I show how these are fundamentally unscripted practices emerging in response to unstable scripts, structured through the uncertainties inherent in cybersecurity engineering practice. The improvised practices and changing networks of social relations which I trace demonstrate the limits of stable scripts and provide new tools for analyzing unstable scripts.