Operations

Crisis Communications Playbook

Crisis communications response playbook: severity assessment, comms team activation, holding statement, executive briefing, external statement, legal approval, customer outreach, and post-mortem.

14steps

13connections

Loading diagram: Interactive BPMN diagram with 14 steps for the "Crisis Communications Playbook" process.

Interactive BPMN diagram with 14 steps for the "Crisis Communications Playbook" process.

Severity Assessment
Activate Crisis Comms Team
Internal Holding Statement
Stakeholder Mapping
Executive Briefing
External Statement Drafted
Legal Approval
High-Touch Customer Outreach
Media Statement Issued
Social Media Response
Monitor Sentiment and Coverage
Post-Mortem and Lessons Learned

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Process steps

Severity Assessment

Incident Commander · Internal runbook

Activate Crisis Comms Team

Incident Commander · Slack + PagerDuty

Internal Holding Statement

Comms Lead · Notion

Stakeholder Mapping

Comms Lead · Internal CRM

Executive Briefing

Comms Lead + CEO · Zoom

External Statement Drafted

Comms Lead + Legal · Google Docs

Legal Approval

General Counsel · Google Docs

High-Touch Customer Outreach

CSM + Sales · Email + Phone calls

Media Statement Issued

Comms Lead · PR Newswire

Social Media Response

Comms Lead · Sprout Social

Monitor Sentiment and Coverage

Comms Lead · Brand24 + Meltwater

Post-Mortem and Lessons Learned

Incident Commander · Notion

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