← Xavier Bennet · Playbook · non-confidential sample
P1 comms template
The first broadcast. Impact, next action, when the next update lands. Not theatre.
Channel
Slack / email / SMS — same copy. Sent after a human approves. Never auto-posted to customers.
Subject
P1 · [service] · [one-line impact] · next update [time + timezone]
Body
What — what failed, in one sentence. No root cause guess.
Who is hit — customers / regions / products. Numbers if known, “confirming” if not.
What we are doing — who is on the bridge, vendor present Y/N.
Next action — the one thing happening now.
Next update — clock time, not “soon”.
Owner — incident commander name + bridge link.
Do not
Blame. ETA you cannot keep. Customer-facing RCA in the first note. Anything a regulator should not read in Slack.