Crisis Communication Plan Prompt

Create a crisis communication response for [SITUATION].

Crisis details:
What happened: [ISSUE DESCRIPTION]
Who's affected: [CUSTOMERS/PUBLIC/TEAM]
Severity: [MINOR/MODERATE/MAJOR]
Your responsibility: [WHAT YOU OWN]
Current status: [INVESTIGATING/FIXING/RESOLVED]

Build your response:

**Immediate Response** (Within 1 hour)

Acknowledge quickly:
"We're aware of [issue]"
"We're investigating"
"Updates coming soon"

Where to post:
Social media
Website banner
Email (if affects customers directly)
Status page

**Full Statement** (Within 24 hours)

Opening - State what happened:
Be clear and specific
No jargon or corporate speak
Own the problem

Explain the impact:
Who's affected
What they're experiencing
What they can't do

Take responsibility:
Use "we" and "our"
No passive voice
No deflecting blame
No excuses

What you're doing:
Immediate actions taken
Next steps
Timeline for resolution

Support offered:
How to get help
Compensation if applicable
Resources available

What you're changing:
Prevent recurrence
Process improvements
Accountability measures

**Communication Channels**

Email to affected users:
Personal, not automated
Include timeline
Offer direct support

Social media update:
Link to full statement
Monitor and respond to replies

Blog post (for major issues):
Full transparency
Detailed explanation
What you learned

**Follow-Up Communications**

24 hours later:
Progress update
New information
Continued support

When resolved:
Confirm fix is live
Thank for patience
Explain what changed

1 week later:
Lessons learned
Improvements made
Commitment to better

**Language Guidelines**

DO say:
"We made a mistake"
"This is unacceptable"
"Here's what we're doing"
"We take full responsibility"

DON'T say:
"Mistakes were made" (passive)
"We apologize for any inconvenience" (minimizing)
"If anyone was affected" (you know they were)
"This is unprecedented" (doesn't matter)

**Internal Communication**

Brief your team:
What happened
What to say
Where to direct questions
Who's point person

Prepare for:
Media inquiries
Customer questions
Social media reactions