Crisis Communications Playbooks Skill When to Use - Service outages, security incidents, compliance/regulatory events. - Negative press cycles or social media escalations. - Sensitive executive/HR news requiring coordinated messaging. Framework 1. Severity Matrix – classify incidents (P1-P4) with response SLAs and approvers. 2. Escalation Tree – who to notify, in what order, via which channels. 3. Message Kits – holding statements, customer/partner/internal scripts, social/status updates. 4. Channel Sequence – timeline for status page, email, press, social, internal posts. 5. Monitoring & Rec…