# Incident Communication Handbook

Effective communication is the backbone of incident management. Whether facing an unexpected outage or scheduling planned maintenance, how you inform and engage stakeholders can make the difference between confusion and confidence. This handbook provides step-by-step guidance for preparing, responding, and following up—ensuring your team delivers the right message at the right time.

By adopting the practices outlined here, organizations can minimize disruption, maintain transparency, and foster trust with internal and external audiences. Use this handbook to build a communication culture that supports reliability, accountability, and continuous improvement across every stage of the incident lifecycle.

<table data-card-size="large" data-view="cards"><thead><tr><th></th><th></th><th data-hidden></th><th data-hidden data-card-target data-type="content-ref"></th><th data-hidden data-card-cover data-type="image">Cover image</th></tr></thead><tbody><tr><td><strong>Preparation</strong></td><td>Set your team up for success before anything breaks.</td><td><h4><i class="fa-book">:book:</i></h4></td><td><a href="/pages/WpJBJbVa3MD2v4mWNFv9">/pages/WpJBJbVa3MD2v4mWNFv9</a></td><td><a href="/files/K0McalGewUSETaluZnHx">/files/K0McalGewUSETaluZnHx</a></td></tr><tr><td><strong>During Incident</strong></td><td>Clear, timely communication is critical during an active incident.</td><td><h4><i class="fa-fire">:fire:</i></h4></td><td><a href="/pages/KSOyHw8YNVUFZAquuxgK">/pages/KSOyHw8YNVUFZAquuxgK</a></td><td><a href="/files/mIdqu7MMH30jySeGe1tM">/files/mIdqu7MMH30jySeGe1tM</a></td></tr><tr><td><strong>Post-Incident</strong></td><td>Effective post-incident communication helps restore confidence and drive improvement.</td><td><i class="fa-rainbow">:rainbow:</i></td><td><a href="/pages/00KLGkrP8AnFcMNQrJvj">/pages/00KLGkrP8AnFcMNQrJvj</a></td><td><a href="/files/IigMuXzb0NZkJZcpHUHm">/files/IigMuXzb0NZkJZcpHUHm</a></td></tr><tr><td><strong>Planned Maintenance</strong></td><td>Proactive maintenance communication keeps stakeholders informed and minimizes disruption.</td><td><h4><i class="fa-gear">:gear:</i></h4></td><td><a href="/pages/sQ5YrpFc9MRKmLhikgAw">/pages/sQ5YrpFc9MRKmLhikgAw</a></td><td><a href="/files/DeVWtf2II1l2eRCFPonS">/files/DeVWtf2II1l2eRCFPonS</a></td></tr></tbody></table>


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