← 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.

P1 · [service] · [one-line impact] · next update [time + timezone]

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.

Blame. ETA you cannot keep. Customer-facing RCA in the first note. Anything a regulator should not read in Slack.