GOAL Share accurate information without spreading confusion. DO State what is known, what is affected, who is impacted, what users should do, and when the next update is expected. DO NOT Speculate, assign blame, share unverified fixes, or flood multiple channels with conflicting updates. GOOD MESSAGE STRUCTURE Start with impact, then current status, workaround if any, next update time, and support contact. BEST PRACTICE Use calm, plain language. During incidents, clarity beats cleverness, which is annoying because cleverness had a good outfit picked out.