The formal disciplines surrounding crisis are called BCP (Business Continuity Planning) and DR (Disaster Recovery).

In a crisis, you need two scripts. One script guides what to communicate to your team. This second script guides what documentation to review so you can redirect employees’ attention.

1. CX Hierarchy — determine which of your operations to demote or pause

2. Roadmap — determine which of your projects to demote or pause

3. Change Log — in a single row, describe the problematic current state and the future state.

4. Project Charter — identify your team, scope, risks, mitigations

5. Future State Scripts — list actors, actions, and timing for the path toward what qualifies as healthy and safe

6. Training Approach & Materials — verify how and what you need to explain what executing the future state

7. Deployment Plan — identify when the team will reassemble to share new information (e.g., minutes or hours from now)

8. Deployment Execution — give Green Light to execute Future State script

Upstream Asset: Crisis Communication