Crisis statement template
A good crisis statement acknowledges what happened, says what is being done, promises when the next update comes and gives one contact channel.
Template
[Date, time]
Update from [organisation] on [incident]
On [date], [short factual description] happened. We are sorry for the impact on [those affected].
What we have done so far:
- [Action 1: e.g. paused the service]
- [Action 2: contacting every affected customer]
- [Action 3: commissioned an independent review]
Next: [what happens next]. We will share an update at [time/date].
Questions: [single contact channel]
Media: [press contact]Avoid
- "No comment" or silence: others fill the gap.
- "We were misunderstood": it blames the reader.
- Firm numbers and causes before they are confirmed.
- Cold, legalistic language.
More in crisis communication: the first 24 hours.
General information, not legal advice. In real cases we work alongside lawyers who specialise in digital rights.
Frequently asked questions
Where should the statement live?
On a permanent page on your site, linked from social media, so every update sits in one place.