Public status cycle

Step by step

1. Check the incident Communications Reviewer

   The Communications Reviewer reads the current incident state and the latest attributed incident update. The Service Owner confirms the affected component condition.

   • Establishes current operating facts.
   • Updates Incidents, Incident updates, Public components

2. Draft the message Communications Reviewer

   Describe the observed customer effect and the next expected update. Keep the message linked to the incident it explains.

   • Connects customer wording to the incident.
   • Updates Public updates, Incidents

3. Approve the wording Communications Reviewer

   The Communications Reviewer decides whether the text is suitable for the selected audience and is named on the update.

   • Names the decision maker for the message.
   • Updates Public updates, People
   ApprovalA person approves before the work moves on.

4. Record the update Communications Reviewer

   Select Public or Subscribers, retain the message and publication time, and check its external destination.

   • Retains audience, text and publication time.
   • Updates Public updates

5. Follow through Incident Coordinator

   As the incident changes, record a later message for the same incident and review component status against actual recovery.

   • Keeps later status aligned with recovery.
   • Updates Incidents, Public updates, Public components

Communications Reviewer

, Incident Coordinator, Service Owner.