Informing Stakeholders about a Technical Incident

Technical Incident

Voice Mail Script

“Hello Team, this is [Name], [Title] at [Company Name]. I hope this message finds you safe and well. I’m reaching out with an important update regarding our office operations today. Please listen carefully as this message has important information that concerns workplace operations.

Earlier this morning, a technological incident occurred at our main office. Specifically, there was a server room fire resulting from an electrical malfunction. The fire has been contained and no one was harmed. However, the office environment is currently unsafe for work.

Effective immediately, our office location will be closed until further notice. We are activating our remote work protocol, with which you should be familiar. This step will allow us to maintain business as usual. All essential files and platforms remain accessible remotely, and our IT team has verified the security and functionality of our cloud-based systems. No sensitive data has been compromised. In short, we are good to go for remote work. Please log in at normal times and fulfill your shift according to normal expectations.

Your health, safety, and ability to work are our top priorities. We trust the transition to remote work will be a smooth one. Please continue to communicate with your teams and managers via Slack. If you encounter any issues accessing your resources, reach out to the IT helpdesk, which is on-call and will remain available to support you as needed.

We will update you regarding the status of the office as that status changes. Look to your email and/or text notifications for future company announcements.

Thank you for your cooperation, your concern, your flexibility, patience, understanding, and commitment. All are greatly appreciated and we look forward to seeing you soon back in the workplace once necessary renovations have been completed.

If you have any immediate questions of a non-technical nature, please reach out to your direct supervisor or the HR team. Thank you, stay safe, and we will keep you updated in the coming days.”

Real-World Example of a Similar Incident

Incident

In 2021, a fire destroyed a data center operated by OVHcloud, a cloud service provider in Europe. Servers were destroyed and the workplace ruined; workers and clients to the tune of thousands of businesses around the world were affected. .

How They Communicated

OVHcloud CEO Octave Klaba alerted stakeholders on Twitter about the fire. This allowed the company to be prompt, professional, transparent, and in control of the narrative. All announcements were public that did not concern internal workers. Regular updates were shared on the company’s website, as well, so that the status of services and the expected timeline for recovery were clear to all. Workers received internal email messages and were informed about the company’s move to remote work in that manner.