Incident Communication Plan

1. Introduction

This section outlines the purpose of the incident communication plan, including its importance in managing incidents effectively.

2. Objectives

Define the objectives of the communication plan, such as ensuring timely and accurate information dissemination.

3. Stakeholders

Identify key stakeholders involved in the incident communication process, including internal teams and external partners.

4. Communication Channels

List the communication channels to be used, such as email, SMS, and social media, along with examples of when to use each.

5. Incident Classification

Provide a framework for classifying incidents based on severity and impact, with examples for each category.

6. Roles and Responsibilities

Outline the roles and responsibilities of team members in the communication process, including who will be the spokesperson.

7. Message Templates

Include pre-prepared message templates for different types of incidents, such as:

• Minor Incident: "We are currently experiencing a minor issue that is being addressed. Thank you for your patience."

• Major Incident: "We are aware of a major incident affecting our services and are working diligently to resolve it. Updates will follow."

8. Review and Update Process

Describe how often the communication plan will be reviewed and updated to ensure its effectiveness.

9. Training and Awareness

Discuss the importance of training staff on the communication plan and how to raise awareness among stakeholders.