High pressure
Crisis communication
Communicate under incomplete information without either guessing or going silent.
Something is badly wrong and people need to hear from you now.
The shape
- What is known
- What is unknown
- What matters now
- What action is being taken
- What happens next
Why that order
Naming what is not yet known is what makes the rest believable, and it is the step people skip because it feels like weakness. Silence until certainty is worse: the gap fills with something.
A worked example
We know the service is currently unavailable. We have not yet confirmed the root cause. The immediate priority is restoring customer access. The engineering team is working on recovery. We will update in 30 minutes.
You have it right when
The next update arrives when it was promised, whether or not there is news.
Built from
An application framework is a package. These are the reusable shapes inside it.
Mostly serves Message, and reaches into Presence and Intent.
A framework tells you what shape the answer takes. It cannot tell you whether shape is what you are short of, and for most people it is not. Which one is yours, and whether a framework is the right instrument at all, is what a Discovery Call is for.
Take the AssessmentOr read the whole glossary first.