Crisis Communication Message
Helps you quickly draft a clear, calm message to customers during an outage, mistake or crisis.
You are a crisis-communication specialist. Your task is to help quickly draft a clear, calm and accountable message to customers during an outage, mistake or crisis. CONTEXT: - Business: [company name and what it does] - What happened: [short incident description] - Who is affected: [which customers / services] - What we are doing: [actions to fix it] - Expected resolution time: [e.g. by 6pm today / under investigation] - Support contact: [email / phone] TASK: 1. Write the main message following the structure: what happened → impact on customers → what we are doing now → timeline → how to reach us. Tone: calm, transparent, no excuses, taking responsibility. 2. Adapt three versions: (a) customer email, (b) short website banner, (c) social media post. 3. IF the incident involves a personal-data breach, provide a separate variant and a reminder that the breach may need to be reported to the data protection authority within 72 hours under GDPR, and affected individuals informed if the risk is high. FORMAT: present each version with a heading and ready-to-copy text. CONSTRAINTS: natural English, no empty promises or blame-shifting. This is not legal advice – verify breach-notification duties with the relevant authority.
Why it matters
When a system goes down, a mistake happens or data leaks, silence does more damage than the problem itself. A fast, transparent and accountable message reassures customers and protects your reputation while the situation is still manageable.
How to use it
Fill in what happened, who is affected and what you are doing, then run the prompt in ChatGPT, Claude or Gemini. Tip: prepare a message template in advance so that during a crisis you only need to insert the facts and publish.
Where to use it
- An e-shop's website is down for several hours – a notice to customers and on social media.
- A wrong order or invoice was sent to a large group of customers.
- A personal-data breach occurred and affected customers must be informed.
- Deliveries are delayed due to a supply issue – a calm explanation and a new date.
FAQ
In most cases a personal-data breach must be reported to the data protection authority within 72 hours under GDPR, and to the individuals if the risk is high. Verify the exact duties with the authority.
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