During a major incident, what is the best practice for communicating with affected stakeholders?

Effective communication during a major incident is critical for managing stakeholder expectations and maintaining trust. Regularly providing periodic updates and committing to a follow-up schedule ensures that stakeholders are kept informed about the status of the incident, the actions being taken to resolve it, and the estimated time for resolution.

This approach acknowledges the stakeholders’ concerns and keeps them in the loop, which can significantly reduce anxiety and allowed them to plan their own actions accordingly. By committing to a follow-up schedule, the organization demonstrates transparency and accountability, which are essential for effective incident management. Regular updates also enable stakeholders to feel more engaged in the process, as they are not left in the dark about ongoing issues.

Other options, such as providing updates only when the issue is fully resolved or offering non-informative confirmations, can lead to frustration and confusion among stakeholders. Additionally, completely delegating communications can disrupt the continuity and consistency needed in incident management, as stakeholders may receive conflicting information or feel disconnected from the incident resolution process.