The act of responding to an incident is often confusing and fast-paced; details can quite easily be overlooked in the fog of war. Teams need a pre-agreed communication plan to remember to involve the appropriate stakeholders and even partners.
The communication plan should detail when to elevate the incident to higher-tier engineering staff, management, or executive leadership. The plan should also detail what should be communicated, by whom and when, to outside stakeholders such as customers, government, law enforcement, and even the press when necessary. Finally, the communication plan should detail what information can be shared with different information-sharing services and social media (for example, if making ...
