New to incident comms? Here's how to get started.

At Statuspage, they emphasize the importance of having an incident communications plan in place, even for small teams. They argue that unplanned downtime can cause significant financial losses and customer churn. To mitigate this, they recommend four steps: defining key roles and expectations, creating a template for boilerplate language, deciding on communications channels, and following three "golden rules" during the incident: communicating as soon as possible, providing regular updates, and being precise without giving non-committal answers. They also stress the importance of post-incident reviews to build customer trust and outline steps taken to prevent similar incidents in the future.

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