Coordinate crisis response through structured playbooks, communication templates, and team orchestration
Orchestrate effective crisis response through structured playbooks, clear communication templates, and coordinated team actions.
Based on Burson-Marsteller crisis playbook and PPRR model (Prevention, Preparedness, Response, Recovery), combining:
| Claude Does | You Decide |
|---|---|
| Structures response playbook | Go/no-go decisions |
| Drafts communications | Approval authority |
| Coordinates timelines | Resource deployment |
| Documents actions | Spokesperson selection |
| Suggests escalation paths | Legal implications |
Activation Checklist:
Crisis Team Roles:
| Role | Responsibility | Typical Owner |
|---|---|---|
| Crisis Lead | Overall coordination | CEO/COO |
| Comms Lead | External messaging | CMO/PR Head |
| Operations Lead | Fix the problem | CTO/VP Ops |
| Legal Counsel | Legal guidance | General Counsel |
| Customer Lead | Customer communication | VP CX |
| HR Lead | Internal/employee | CHRO |
Response Phases:
| Phase | Duration | Focus |
|---|---|---|
| Contain | 0-2 hours | Stop bleeding, assess scope |
| Communicate | 2-4 hours | Stakeholder notifications |
| Resolve | 4-24 hours | Fix root cause |
| Recover | 1-7 days | Return to normal |
| Learn | 7-30 days | Post-mortem, improvements |
Stakeholder Priority:
| Stakeholder | When to Notify | Channel |
|---|---|---|
| Internal team | Immediately | Slack/Teams |
| Board/Investors | Within 1 hour | Call/Email |
| Affected customers | Within 2 hours | Direct |
| All customers | Within 4 hours | Email/Social |
| Media | Reactive | Press statement |
| Public | As needed | Website/Social |
Crisis Log Template:
TIME | ACTION | OWNER | OUTCOME
-----|--------|-------|--------