Services
I help technology companies prepare for and communicate during outages, security incidents, product controversies, and other high-pressure events.
Clear updates for customers, employees, executives, and the press during an incident.
I join your incident channel, confirm the facts with the technical team, and write each update. I also keep support, sales, and leadership working from the same information.
What you get
Accurate, coordinated notices for security incidents and vulnerability disclosures.
I coordinate the disclosure schedule with your security team and counsel. I can manage researcher communications and make sure customer notices, advisories, and regulatory filings use the same facts.
What you get
Communications support for unpopular product, pricing, and policy changes.
I assess the complaints, identify which concerns need a product or policy decision, and recommend whether to keep, change, or reverse the decision. I then write the response for the channels where customers are discussing it.
What you get
Fast, consistent responses to reporters and analysts.
I review incoming questions, prepare on-record responses, and advise on background and off-record conversations. I can prepare your spokesperson and join interviews when useful.
What you get
Updates for employees, managers, boards, and investors.
I write all-hands scripts, internal posts, manager talking points, and board updates. I also plan the order and timing so employees hear important news directly from the company.
What you get
A communications plan for affected employees, the remaining team, and external audiences.
I create the schedule for announcement day and write the messages for each audience. The plan covers employee meetings, account access, customer questions, and press inquiries.
What you get
Reporting on what customers, communities, and the press are saying.
I monitor the places where your customers and industry discuss the company. During an incident, I report the main claims, questions, and changes in sentiment so the response team can focus on issues that matter.
What you get
Playbooks, draft messages, and practice before an incident occurs.
I review your current process, write plans for likely scenarios, and run a live exercise with your team. You finish with named decision-makers, approval paths, and draft messages ready to use.
What you get
Engagement
I agree the scope and fee with you before work starts. For urgent incident support, I provide a quote during the first conversation.
Two to four weeks
A review of your current process, new playbooks and draft statements, and a live incident exercise.
Ongoing and on call
Ongoing preparation and a communications lead who already knows your team and systems when an incident begins.
For the duration of the incident
Immediate communications support for a live incident when there is no existing retainer.
Questions
On call, every hour of the year
Send a brief about a readiness project, an ongoing retainer, or support for an active incident.
