Kat Gaines - Mastering incident communication

Automation

Mastering incident communication requires a structured approach, clear language, and proactive updates.

Key takeaways

Incident communication mastery starts with laying a foundation of process and structure
Establish clear language and terminology throughout the organization
Include support teams in incident response and status updates
Focus on cascading updates to internal stakeholders and customers
Define severity levels and incident classification system
Use templates for standard incident communication messages
Automate status page updates and integrate with existing tools
Prioritize transparency and proactive communication with customers
Set clear expectations for updates and follow-up information
Clarify roles and responsibilities for incident commanders and subject matter experts
Focus on educating customers about incident resolution and recovery
Emphasize the importance of consistent incident narrative and defined terminology
Encourage internal feedback and refinement of incident communication processes

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