Lessons Learned
- Incident Communications represents all the resolution activity “below the waterline”
- Knowing what not to say is just as important as what you choose to say
- Written and spoken communications benefit from the use of active language
- Choose action-oriented verbs to add power to your message
Points to Ponder
- Adopt key holding phrases that are easily deployed in written or spoken communications
- Keep your audience anchored to process-based updates until you are certain of a solution or pathway to resolution
- Ending all outgoing communications with the next briefing times removes uncertainty for the audience
Audio Recording
This page is set up for Academy sessions with a live facilitator.