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crisis-playbooks

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Original

English
🇨🇳

Translation

Chinese

Crisis Communications Playbooks Skill

危机沟通手册Skill

When to Use

使用场景

  • Service outages, security incidents, compliance/regulatory events.
  • Negative press cycles or social media escalations.
  • Sensitive executive/HR news requiring coordinated messaging.
  • 服务中断、安全事件、合规/监管类事件。
  • 负面舆论周期或社交媒体舆情升级。
  • 需要统一口径的高管/人力资源敏感消息发布。

Framework

框架

  1. Severity Matrix – classify incidents (P1-P4) with response SLAs and approvers.
  2. Escalation Tree – who to notify, in what order, via which channels.
  3. Message Kits – holding statements, customer/partner/internal scripts, social/status updates.
  4. Channel Sequence – timeline for status page, email, press, social, internal posts.
  5. Monitoring & Recovery – tracking sentiment, rumor control, follow-up updates.
  1. 严重程度矩阵 – 按照响应SLA和审批人将事件分为P1-P4四个等级。
  2. 升级树 – 通知对象、顺序及渠道。
  3. 消息工具包 – 暂存声明、客户/合作伙伴/内部沟通脚本、社交媒体/状态更新内容。
  4. 渠道发布顺序 – 状态页面、邮件、媒体、社交媒体、内部公告的发布时间线。
  5. 监控与恢复 – 舆情情绪追踪、谣言管控、后续更新。

Templates

模板

  • Incident briefing doc (facts, unknowns, owners, deadlines).
  • Approval checklist for legal/security/executive signoff.
  • Post-incident report with RCA, comms metrics, and improvement actions.
  • 事件简报文档（包含已知事实、未知事项、负责人、截止时间）。
  • 法务/安全/高管审批核对清单。
  • 包含根本原因分析（RCA）、沟通指标及改进措施的事后报告。

Tips

提示

  • Rehearse quarterly with tabletop exercises.
  • Keep localized versions for regulated markets.
  • Archive every incident’s comms artifacts for compliance and learning.
  • 每季度通过桌面演练进行预演。
  • 为受监管市场准备本地化版本。
  • 存档所有事件的沟通资料，用于合规审查和经验学习。