Template preview · Public relations
Crisis communication
Prepare clear, audience-specific communication during a disruption.
A communication plan for a fictional organization.
Sample purpose
Prepare clear, audience-specific communication during a disruption.
Audience: Communications lead, Operations lead- Structure
- 4 sections
- Criteria
- 12
- Sources
- 9
- Watches
- 4
- Default approach
- Review first
Set the purpose first. Then change every section, criterion, and agent setting before anything runs.
Fictional sample
Structure and criteria
Sample content shows the shape of a useful document. Copying it is optional.
01 Review firstVerified situation
For this crisis communication, separates confirmed facts from unknowns with timestamp.
Criteria
- Each confirmed fact names its source and confirmation time, such as dispatcher at 14:10.
- No hedging words in confirmed facts; uncertain items live in the unknowns list.
- Changes record the new time and confirmer, and mark old lines no longer current.
Sources
- Open-Meteo forecast API open-meteo.comWind and gust data to cross-check the weather cancellation.
- National Weather Service alerts API weather.govOfficial warnings to cite.
- Riverline operations status (fictional) api.riverline-transit.exampleService status from dispatch.
Watches
- Checks api.open-meteo.com daily
Sample content
Riverline Transit must tell fictional riders what happened and where to find verified updates. Confirmed at 14:10: the 15:00 ferry is cancelled due to a weather warning. Next confirmed update is 14:30. Do not speculate about evening service.
02 Review firstAudience and message
For this crisis communication, states audience-specific impact and useful action.
Criteria
- Audiences are specific, such as booked riders, terminal guests, crew and accessibility-needs riders.
- Each message gives a next step: link, phone or “nothing to do now”.
- Covers less visible groups such as vendors and contractors, not only riders.
Sources
- ADA communication guidance ada.govAccessible formats for notices.
- Riverline customer segments (fictional) api.riverline-transit.exampleBooked riders by access need and contact method.
Watches
- Follows Verified situation
Sample content
Audience Message Useful action Booked riders The 15:00 crossing is cancelled; rebooking is available. Use the booking link or call 555-0142 Waiting terminal guests Staff will direct you to the covered waiting area. Ask the terminal lead for accessible transport 03 ManualApproval and channels
For this crisis communication, names authorized approver and publication channel.
Criteria
- Approver is a named person and role, with a named backup if unreachable.
- Each channel has an owner and expected publish time.
- Log records who approved which version and when; changed facts need re-approval.
Sources
- Riverline crisis approval policy (fictional) api.riverline-transit.exampleWho may approve which messages.
- FCC Emergency Alert System fcc.govRules if alerts go through broadcast systems.
Watches
- Follows Audience and message
Sample content
- ☐ Operations lead verifies cancellation and rebooking inventory
- ☐ Dara approves rider notice before publication
- ☐ Correct public post if service status changes
04 Review firstUpdate cadence and correction
For this crisis communication, sets next update time and correction owner.
Criteria
- Updates are at clock times, such as 14:30, never “in 20 minutes”.
- Scheduled updates still go out with “no new information” when nothing changed.
- A correction names its owner and publish time; the end state and hand-back are defined.
Sources
- Riverline recovery timeline (fictional) api.riverline-transit.exampleWhen cancelled services resume.
- FEMA crisis communication guidance ready.govUpdate and closure practice.
Watches
- Follows Approval and channels
Sample content
- 2026-10-02 14:10 · Initial noticePublish verified cancellation and known alternatives.
- 2026-10-02 14:30 · Status updatePost even if there is no service change.
- 2026-10-02 16:00 · Next service reviewOperations confirms evening decision.