How can you determine the level of detail to include in incident communications?

1 Know your audience

The first step to tailor your incident communications is to know your audience. Different groups of people may have different expectations, needs, and preferences for the information they receive. For example, your executive team may want a high-level summary of the incident impact, root cause, and action plan, while your technical team may want more details about the error logs, troubleshooting steps, and resolution methods. You should also consider the communication channel, frequency, and tone that suit your audience best.

2 Define the incident severity

The second step to adjust your incident communications is to define the incident severity. The severity of an incident reflects its urgency, impact, and risk to your IT environment and business operations. Generally, the higher the severity, the more detail you should provide in your communications. For example, a critical incident that affects your entire system or customer base may require more frequent and detailed updates, alerts, and reports than a minor incident that affects a small subset of users or functions.

3 Use the RACI model

The third step to optimize your incident communications is to use the RACI model. The RACI model is a framework that helps you assign roles and responsibilities for different tasks and activities during an incident. RACI stands for Responsible, Accountable, Consulted, and Informed. By using this model, you can clarify who needs to do what, who has the authority to make decisions, who needs to be consulted for input or feedback, and who needs to be informed of the status or outcome. This way, you can avoid duplication, confusion, or omission of information.

4 Follow the STAR method

The fourth step to enhance your incident communications is to follow the STAR method. The STAR method is a technique that helps you structure your messages in a clear and concise way. STAR stands for Situation, Task, Action, and Result. By using this method, you can explain what happened, what you did, how you did it, and what the outcome was. This way, you can provide enough detail to inform your audience, but not too much to bore or distract them.

5 Solicit feedback

The fifth step to improve your incident communications is to solicit feedback. Feedback is essential to measure the effectiveness of your communications and identify areas for improvement. You can ask your audience for their opinions, suggestions, and questions about the information you provided, the way you delivered it, and the frequency and timing of your updates. You can also use metrics, surveys, or reports to analyze the response and satisfaction of your audience. By soliciting feedback, you can learn from your mistakes and successes and adjust your communication strategy accordingly.

6 Review best practices

The sixth and final step to refine your incident communications is to review best practices. Best practices are guidelines or standards that help you achieve consistent and high-quality results. You can look for best practices from your own organization, industry, or peers. You can also consult external sources, such as books, blogs, podcasts, or courses, that offer tips and insights on incident communication strategies. By reviewing best practices, you can benchmark your performance and adopt proven methods and techniques.

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?