IT Crisis Comms - What to Say

Templates for what to say during an IT incident or an IT crisis

Note: in the real book - which Rice IT wrote in our Confluence wiki - each of the bullet points has it's own page to turn to for that specific message. Each message has been pre-approved (with the exception of current date/time or other current details) so that anyone available in the midst of the crisis can send it. For this example, only the first issue has sample messages linked here.

• • University Crisis Management Team activates IT Essential Staff

    • • IT Staff activated

      • University closed- only essential IT staff in place

      • IT Staff return

  • Storage Outage

    • • Storage Outage - Message 1

      • Storage Outage -Storage Outage - 1-Hour Follow-up Message

      • Storage Outage -Storage Outage - 3 Hours after Incident Began Message

      • Storage Outage -Storage Outage - End of Day Message

      • Storage Outage -Storage Outage - Service Restored Message

  • Email Outage

    • • Email Outage -Message 1

      • Email Outage -1-hour follow up Message

      • Email Outage -3-hour follow up Message

      • Email Outage -End-of-day follow up Message

      • Email Outage -Services Restored

  • Network Outage

    • • Network Outage -Message 1

      • Network Outage -1-hour follow up Message

      • Network Outage -3-hour follow up Message

      • Network Outage -End-of-day follow up Message

      • Network Outage -Services Restored

  • Internet Outage

    • • Internet Outage -Message 1

      • Internet Outage -1-hour follow up Message

      • Internet Outage -3-hour follow up Message

      • Internet Outage -End-of-day follow up Message

      • Internet Outage -Services Restored

  • Calendar Outage

    • • Calendar Outage -Message 1

      • Calendar Outage -1-hour follow up Message

      • Calendar Outage -3-hour follow up Message

      • Calendar Outage -End-of-day follow up Message

      • Calendar Outage -Services Restored

  • OWL-Space Outage

    • • OWL-Space outage -Message 1

      • OWL-Space outage -1-hour follow up Message

      • OWL-Space outage -3-hour follow up Message

      • OWL-Space outage -End-of-day follow up Message

      • OWL-Space outage -Services Restore

  • Other Messages

    • • Email Migration

      • Phishing

      • Run Virus Scan

      • Virus

      • VoiceMail Problems