What to tell people.
WHO TO TELL
Customers affected Staff Suppliers, if relevant
WHAT TO SAY
What is happening What it means for them What you are doing When they will hear next
WHAT NOT TO SAY
Technical detail they do not need Blame Anything you are not certain of
TIMING
Early. Before customers discover it themselves.
WHICH CHANNEL
Whatever works while the disruption continues.
If email is down, that is not email.
WHAT TO PREPARE IN ADVANCE
The channels you would use A draft message
FOR A PROLONGED DISRUPTION
Regular updates, even when there is nothing new.
Silence is worse than no progress.
WHEN IT IS RESOLVED
Tell them, and say briefly what changed.
WHAT CUSTOMERS ACCEPT
Problems, if informed.
What they do not accept is being left uninformed.
