Starting-up a start-up from the eyes of starter-uppers.
Post-incident is almost as important as the incident itself.
It is prime time for capturing details for your After Action Report (AAR) including the plan, how it was managed and the final outcome.
AARs document the successes and failures of your incident response plan, builds layers of accountability into your reputation management processes and prototypes best and promising practices for avoiding future pitfalls.
First, describe the events and type of incident that occurred.
Keep a list of the involved team and key stakeholders in the event, and present overview findings to the team.
Be sure to include internal and external factors.
Take note of how the plan unfolded and highlight the success and failures of the response plan.
Where did the team have to pivot or slightly change course?
Are there any external factors that your team was unable to accurately forecast?
What was the result of those unresolved factors?
Record any modifications that need to be layered into the incident response plan going forward.
Review, revise and refine any and all key messaging that didn’t resonate with your public.
In a nutshell: what didn’t work and how can you alter it to make sure the plan works in the future?
Gather together as a team and decide on the top three to five learnings that came from the incident.
Did key messaging express empathy?
Did you discover weak spots in your digital infrastructure that made your brand a target for hackers?
Did your brand ambassadors step up and advocate for your brand?
Survey all key stakeholders in person or by email to assess how your incident response plan worked and what they thought of your response to the incident.
Consider involving your board of directors, your customers, your staff and even your vendors in this process.
Your plan helps you anticipate incidents, such as identifying and repairing technology vulnerabilities and preventing future negative events.
Consider sending progress reports to your customers.
Post these updates to your website, letting your prospective customers know how you fixed the situation.
During this incident, everyone will learn some hard lessons, but your team worked really hard to protect the reputation of the company.
While you don’t necessarily want to relive a painful event, you can acknowledge the hard work and ingenuity of your team by recognizing milestones that occur in the future.
Celebrate the effort, not the event.
Interested in more ways to manage your reputational risk?
Grab your handy playbook for getting ahead of unforeseen reputational risk factors and avoiding public fallout from a negative incident.
Manage your brand optics, and stay in control by thinking ahead and having a plan.
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