Incident Communication Framework
Write an update that covers impact, action, status, and the next update time.
01 / FRAMEWORK INPUTS
State what is known.
Work through the prompts using the example or your own information.
02 / WORKING ANALYSIS
Customer-facing update.
Showing an example. Replace the fields to use your data.
Do not promise a resolution time unless you can support it. Publish the next update even if there is no new finding.
03 / PRESENTATION TEMPLATE
Take this framework into the room.
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Long input text is shortened on the slide. Use “Download notes” above for the full text.How to use it
- State the customer impact
- Describe the current action without speculating
- Set and honor a next-update time