Walk the customer communication fork
Choose customer communication moves that are timely, fact-bounded, and coordinated during a continuity disruption.
status page green The portal has been down for 47 minutes. Support is improvising. Legal prefers silence. Customers are already posting screenshots. Silence and speculation both damage trust; coordinated facts reduce support load and rumor. Communication control One source, known facts, next update Continuity communication should be fast enough to help and narrow enough to stay true. Reflex Wait for root cause or say too much. Customers hear consistent, useful information. If the fact helps customers act and is verified, say it. If it is only a guess, do not launder it into an update. 01 First update 02 Internal…
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