You're facing a network outage crisis. How can you ensure non-technical stakeholders stay informed?

1 Initial Alert

As soon as an outage is confirmed, send an initial alert to all stakeholders. This message should be brief but informative, explaining that there is a known issue and that the technical team is investigating. Reassure them that they will receive updates regularly. Emphasize that maintaining open lines of communication is a top priority and that their understanding and patience are appreciated. This initial contact sets the tone for subsequent communications and helps manage expectations.

2 Simplify Terms

When you're updating non-technical stakeholders, avoid using industry jargon or acronyms without explanation. Instead, use plain language to describe the situation. For example, if the problem is related to a "DDoS attack" (Distributed Denial of Service), explain that this means the network is being overwhelmed with traffic, which is causing the disruption. Simplifying complex terms not only makes your updates more accessible but also helps stakeholders understand the nature of the problem.

3 Regular Updates

Commit to providing regular updates, even if there's no new progress to report. Consistency is key in maintaining trust and managing anxiety during an outage. Determine a schedule for updates, such as hourly or every two hours, and stick to it. Use this time to explain what's being done to resolve the issue and what steps are being taken to prevent future outages. Regular communication reassures stakeholders that the issue is being handled with urgency.

4 Accessible Channels

Choose communication channels that are easily accessible to stakeholders. If email is down due to the outage, consider alternatives like text messages, phone calls, or social media updates. Make sure to use multiple channels to reach people who may not have access to certain communication forms. The goal is to reach as many affected parties as possible to ensure that no one is left in the dark about the ongoing situation.

5 Feedback Loop

Create a feedback loop where stakeholders can ask questions and express concerns. This can be done through a dedicated phone line, an online chat system, or a temporary email address set up specifically for the crisis. Providing a way for stakeholders to voice their thoughts can help you address specific worries and can also give you insight into how the outage is impacting them, which can be valuable for tailoring your communications.

6 Actionable Advice

Offer actionable advice on what stakeholders can do during the outage. If there are workarounds or alternative methods to continue operations, share these tips. For example, if a cloud service is unavailable, suggest using offline backups if possible. By empowering stakeholders with practical steps they can take, you help reduce their feeling of helplessness and keep them engaged in finding solutions alongside your team.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?