#crisis-management

Handle crises with communication plan. Framework: 1. Identify potential crises. 2. Crisis response team. 3. Communication protocols (who says what, when). 4. Internal communication first. 5. External stakeholder messaging. 6. Media strategy if needed. 7. Social media monitoring and response. 8. Post-crisis review. Be transparent, quick, and empathetic. Have templates ready. Practice scenarios. Speed matters.

Develop a product recall notification. Critical elements: 1. Urgent, clear subject line. 2. Specific products affected (model numbers, dates). 3. Nature of the safety issue. 4. Immediate actions customers should take. 5. Return/replacement process. 6. Compensation details. 7. Safety hotline and resources. 8. Apology and commitment to safety. Use multiple channels (email, SMS, social media). Prioritize customer safety above all.

Handle product crises with effective communication and resolution. Crisis types: 1. Security breaches: data exposure, unauthorized access. 2. Performance issues: service outages, slow response times. 3. Feature bugs: critical functionality broken, data loss. 4. PR crises: negative media coverage, customer backlash. Immediate response (first hour): 1. Assess severity and customer impact. 2. Activate incident response team. 3. Stop further damage (feature flags, rollbacks). 4. Communicate with key stakeholders. 5. Begin customer communication. Communication strategy: 1. Transparency: acknowledge issue quickly, don't hide problems. 2. Regular updates: status pages, email updates, social media. 3. Clear timeline: when issue started, expected resolution. 4. Action plan: what you're doing to fix and prevent recurrence. Post-crisis: 1. Detailed post-mortem: root cause analysis, prevention measures. 2. Customer compensation: credits, refunds, gesture of goodwill. 3. Process improvements: update runbooks, monitoring, testing. Templates: prepare crisis communication templates for speed.