Why it matters: The UK National Cyber Security Centre emphasises clear, rapid communication to maintain trust during incidents.[1] This Chaos blueprint keeps execs, customers, and regulators aligned within minutes.
TL;DR
- Segment stakeholders and assign update cadences.
- Use Chaos templates to push updates via email, SMS, and portals.
- Archive comms in the decision log for compliance.
| Stakeholder | Cadence | Channel |
|---|---|---|
| Executives | Every 15 minutes | Chaos Spaces + SMS |
| Customers | Every 30 minutes | Status page + email |
| Regulators | When thresholds hit | Chaos export + secure portal |
Who needs incident updates?
Map internal leadership, affected customers, regulators, and partners. Assign owners for each stream inside Chaos so nothing slips.
How do you structure updates in Chaos?
Use templated blocks covering status, impact, mitigation, and next checkpoint. Feed technical detail from the warmup drill outputs.
How do you close the incident communication loop?
When resolved, publish a clear summary, schedule a retrospective, and archive communications. ICO guidance stresses capturing lessons and notifying regulators within required windows.[2]
Key takeaways
- Segment audiences and automate cadences.
- Log every update for regulator-ready archives.
- Close the loop with retros and public follow-ups.