A crisis plan ready before you need it
The worst time to write a crisis response is during the crisis. This builder produces a ready-to-use plan: severity-graded triggers, editable holding statements, a clear approval chain, do’s and don’ts, and platform-specific guidance — so when something breaks, the team acts in minutes instead of arguing about who decides.
How it works
The plan grades incidents into three severity tiers so the team responds proportionately: low-severity issues are handled by community managers, medium-severity issues trigger a coordinated reply, and high-severity issues escalate to leadership. For each tier you have a holding statement — a short, pre-approved acknowledgement that buys time while facts are confirmed — and a named approver, removing the delay that ambiguity causes. The do’s and don’ts encode hard-won rules like respond fast, stay factual, never delete critical comments, and never go silent. Platform notes adapt tone and format per channel. The whole plan renders for copy into your runbook.
How it works in practice
- Pre-approve the holding statements now, while no one is under pressure — that is the whole point.
- Make the approval chain a single name per tier, with a named backup, so there is never a bottleneck.
- Rehearse a mock high-severity incident; plans that are never tested fail when it matters.
- Keep the plan somewhere the on-call team can reach in seconds, not buried in a shared drive.