SKILL.md
Crisis Communications Playbooks Skill
When to Use
- Service outages, security incidents, compliance/regulatory events.
- Negative press cycles or social media escalations.
- Sensitive executive/HR news requiring coordinated messaging.
Framework
- Severity Matrix – classify incidents (P1-P4) with response SLAs and approvers.
- Escalation Tree – who to notify, in what order, via which channels.
- Message Kits – holding statements, customer/partner/internal scripts, social/status updates.
- Channel Sequence – timeline for status page, email, press, social, internal posts.
- Monitoring & Recovery – tracking sentiment, rumor control, follow-up updates.
Templates
- Incident briefing doc (facts, unknowns, owners, deadlines).
- Approval checklist for legal/security/executive signoff.
- Post-incident report with RCA, comms metrics, and improvement actions.
Tips
- Rehearse quarterly with tabletop exercises.
- Keep localized versions for regulated markets.
- Archive every incident’s comms artifacts for compliance and learning.