What are the most effective ways to communicate incident handling strategies to customers and partners?

I agree, but plans like can give a faulty sentiment of having control. It’s good to agree on a framework with base components and complete and revisit this plan as you go.

When defining an incident response, there are many matters to consider. However, I have found it very useful to communicate the Incident management process in a nutshell to all stakeholders. The steps, the RACI, the output, relationship to other processes such as problem management. a graphical process illustration can be very informative. Then a communication plan needs to consider: The size of audience, the type of audience (internal & external) and the level of information, e.g. you wouldn't want to explain the code section in software that caused the incident to all stakeholders. What is needed to know about the incident What is the expected timeline.

I agree, but plans like can give a faulty sentiment of having control. It’s good to agree on a framework with base components and complete and revisit this plan as you go.

Learn from Pilots Pilots use checklists to ensure our safety in the skies. Every step is meticulously planned and double-checked by the co-pilot. There's a valuable lesson here for IT incident management. Remove the guesswork from the IM process. Create a checklist. Make it foolproof. Test it, then test it again.

- Comienza con una definición clara de un incidente. ?Qué constituye un incidente para tu organización? ?Qué tipo de eventos deben notificarse a los clientes y socios? - Explica claramente tu proceso de manejo de incidentes. ?Cómo se identifican y priorizan los percances? ?Cómo se comunican éstos a los clientes y socios? - Proporciona información sobre cómo los clientes y socios pueden prepararse para un incidente. ?Qué pueden hacer para minimizar el impacto de una eventualidad? - Comunícate siempre con frecuencia. No esperes hasta que ocurra un accidente para comunicarte con los clientes y socios. Mantén a todos actualizados sobre tus estrategias de manejo y cómo pueden prepararse.

To communicate incident handling strategies effectively to customers and partners, prioritize clarity and transparency. Begin with a clear overview of the incident, avoiding technical jargon. Regularly update them on progress and expected timelines. Be honest about the impact and mitigation steps. Provide direct channels for queries, showing readiness to address concerns. Acknowledge inconveniences and express commitment to prevention. Post-resolution, seek feedback for improvement. This approach builds trust and demonstrates dedication to satisfaction.

Transparency is key! But bare in mind to adapt the content of your communication for each audience and also keep in mind that it might differ based on the size of the group: 1 on 1, small team, townhall

A complete transparency might be too overwhelming for many people. Make sure every customer and user is notified about their data and steps to be take. Some facts are better kept with-in the incident team, specifically security incidents, until they have been corrected or removed. Giving opportunity to all affected people to ask questions is important too.

A specific section on your website for incident updates can be a central source of truth. This page should be easily accessible and updated regularly.

We also need to tailor our message to match with the targeted audience. Avoid using technical jargon if the targeted audience is non-technical people, don't use the technical jargon to impress, the intention here is not impressing people but to deliver a clear message. Some customers may respond our communication nicely, some may not. Ensure we respond back to them properly, don't make an 'argument battle'.

Use Generative AI. Not for generating the message, but to ensure the tone is correct and clear. Test out necessary prompts before an incident, and have standard prompts ready. These can assist an incident manager in refining messages for clarity during the heat of an incident.

Ensuring guidance and support during incidents is essential for any organization. Clear, actionable steps empower customers and partners to mitigate impact swiftly. Equipping them with resources like FAQs and hotlines fosters transparency and trust. By prioritizing their needs, we not only navigate challenges together but strengthen relationships amid adversity.

I would like to emphasize the critical role of customer and partner feedback in refining our incident handling strategies. Soliciting input not only demonstrates our commitment to transparency and accountability but also serves as a valuable source of insights for continuous improvement. By actively seeking and addressing feedback, we strengthen our relationships, build trust, and enhance the overall effectiveness of our incident response plan. It's a proactive approach that fosters collaboration and ensures that our strategies align with the evolving needs and expectations of our stakeholders.

Feedback is critical throughout the entire Incident Management process and customer journey. Ensure there's a method for clients to provide feedback during an incident, and make sure to follow up afterward. Ask what went well and what could have been better.

Communication is often more important than resolution. Don't get me wrong; no one wants their system to be down for an extended period. However, in my experience, nine times out of ten, customers prefer a slightly longer incident with better communication over a quicker resolution with poor communication. Getting technical people to understand and live this is one of the biggest challenges for IT Managers.