Our A, B, Cs of external communications

Effective external communications are crucial in today's business landscape where companies interact with customers through various platforms like Twitter, Instagram, Facebook, and TikTok. Over-communicating is often the best approach as it helps maintain transparency and keeps customers informed about any updates or incidents. Key aspects of effective incident communication include timely updates, high-quality content, setting clear expectations for frequency, and defining internal responsibilities. Operational excellence can be achieved through practices like Game Days to test response processes, thorough documentation, and regular practice in writing clear communications. An integrated incident management tool can help designate a dedicated comms lead and ensure clarity of communication during incidents.