During a multi-hour service outage, a spokesperson improvises conflicting restoration timelines across social media replies. What should a communication strategy have provided?
Select an answer to reveal the explanation.
Short Explanation
Conflicting ETAs on social are trust acid. One playbook—approved facts, same clock, steady updates—beats freestyle reassurance.
Full Explanation
Incident communication strategy defines roles, approved content, and a consistent structure for what is known, what is unknown, and when the next update comes. Improvised conflicting timelines undermine credibility and confuse stakeholders. Spokespeople should use coordinated holding statements and verified milestones rather than ad-lib estimates.