How do you communicate effectively with stakeholders during a network failure crisis?

1 Assess Impact

Before you reach out to stakeholders, understand the extent of the network failure. Determine which services are affected and the potential impact on business operations. This will help you communicate the severity of the issue accurately. You should also estimate a timeline for resolution, even if it's preliminary. Stakeholders appreciate having an idea of when services might return to normal, but ensure that you communicate this is subject to change as more information becomes available.

2 Initial Brief

Once you've assessed the situation, provide an initial brief to stakeholders. This should include what you know about the outage, what is unknown, and what is being done to resolve it. Be honest about the situation and avoid technical jargon that might confuse non-technical stakeholders. Use channels that stakeholders are most likely to access quickly, such as email, SMS, or a dedicated communication platform, to ensure the message is received promptly.

3 Regular Updates

It's crucial to keep stakeholders updated regularly. Establish a schedule for updates, and stick to it—even if there's no new information to report. Consistency in communication helps manage expectations and reduces the need for stakeholders to reach out for information. Each update should summarize any progress, ongoing issues, and revised timelines for resolution. Clear and consistent updates can help reduce anxiety and maintain confidence in the network team's ability to manage the crisis.

4 Manage Expectations

Managing expectations is a delicate balance between hope and realism. Be cautious not to promise a quicker resolution than you can deliver. Instead, prepare stakeholders for the worst-case scenario while working towards the best. Explain potential delays and setbacks in a way that is understandable and acceptable. By setting realistic expectations, you can prevent frustration and maintain trust throughout the recovery process.

5 Feedback Loop

Create a feedback loop where stakeholders can ask questions and express concerns. This could be through a dedicated email address, a hotline, or a virtual meeting room. Acknowledge all feedback received, and incorporate it into your updates when possible. This two-way communication demonstrates that you value stakeholder input and are working transparently to resolve the issue.

6 After-Action Review

After the network is back up, conduct an after-action review with stakeholders. Discuss what went well, what didn't, and how similar situations could be handled better in the future. This review is an opportunity to learn from the crisis and improve your communication strategy. It also reinforces the idea that stakeholders are partners in the process, not just passive recipients of information.

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?