Typical situation no. 48
An incident interrupted services for two hours for several companies hosted in a regional data center, including a local public service. The regional daily put it on its front page. Clients are demanding explanations, and so is the town hall.
WHAT IS BLOCKING
- Communication has to be fast, before all the causes are known.
- Each audience expects a different message: clients, elected officials, press, employees.
- A clumsy statement can turn a technical incident into a lasting crisis of trust.
WHAT WE DO
- Setting up a crisis unit and a message approval process.
- Drafting messages for each audience and preparing spokespeople.
- Launching the technical root-cause analysis in parallel.
- Plan to rebuild client trust.
WHAT YOU GET
- Clear, consistent messages for each audience.
- A spokesperson prepared for the press.
- An incident report and action plan that can be shared with clients.
Typical format: Crisis intervention, followed by several weeks of follow-up. Every assignment is scoped in writing before it starts.
THE EXPERT FOR THIS
Typical situation, based on real enquiries and anonymised. Figures are illustrative.
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