Crisis Playbook
Pre-developed response protocols and messaging for potential crisis scenarios.
Definition
A crisis playbook is a comprehensive guide containing pre-developed response protocols, messaging templates, and decision frameworks for handling potential crisis scenarios. It includes identified risks, escalation procedures, spokesperson assignments, stakeholder communication plans, and holding statements ready for rapid deployment.
Effective playbooks cover both general crisis principles and specific scenarios relevant to the organization. They should be regularly tested through tabletop exercises and updated as the risk landscape evolves. Having a playbook enables rapid response when minutes matter.
Why It Matters
Crises don't wait for perfect messaging. A well-prepared playbook enables your team to respond quickly and confidently rather than scrambling while stakeholder concern grows.
For organizations, crisis playbooks reduce the chaos of real emergencies and prevent the missteps that turn manageable situations into disasters.
Examples in Practice
When a data breach occurs, a company's crisis playbook immediately triggers prepared notification procedures and customer communication templates.
A food company's playbook includes specific protocols for product recalls, with pre-approved messaging for different contamination scenarios.
An airline's crisis playbook outlines exactly who speaks publicly during different incident types, preventing conflicting statements.