Summary
Service outages impacting IT and operational technology (OT) systems can be damaging and disruptive for customers, network defenders, critical infrastructure owners and operators, and the general public. During incidents that reach or exceed established thresholds, whether caused by malicious activity or a nonmalicious event, service providers must communicate effectively so end users can minimize operational impact. This guide outlines how to prepare for effective outage communications and key elements of clear, actionable messaging. Effective communication begins with a factual summary tailored to predefined audiences, avoids PR spin, and adheres to regulatory requirements. Service providers should be transparent by sharing what is known, unknown, and under investigation, while providing frequent, iterative updates as new information emerges or circumstances change.