Draft the first message telling customers about an incident, with what's known and not stated

A draft first customer incident message stating what is known and not stated.

Choose one of three approaches. The steps for that option appear below.

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Gemini: builds the worksheet and drafts, you check

Gemini builds the fact worksheet, then writes the draft and open questions. You check between the stages.

  1. You

    Collect the incident facts

  2. Gemini

    Build the worksheet

  3. You

    Check the worksheet

  4. Gemini

    Draft the message

  5. You

    Check the message

  1. Have ready: incident facts and communication boundaries

    Use: You

    The approved incident facts and communication boundaries, plus the approved rules, scope and as-of dates.

    Check

    Check only approved facts remain. Never paste credentials or full payment details.

  2. Build the fact worksheet

    Use: Gemini

    Add the incident material to a Gemini chat; ask for a worksheet with one row per fact: source ID, quote, status and gap.

    Details

    What to paste into the tool

    Task: Draft fact worksheet with each reported fact, source ID, quote, status and gap. Use only the supplied incident material. For each reported fact write one row with the claim, its source ID, the exact quote, a status of confirmed or unchecked report, and any gap. Record scope, cause and restoration timing as gaps unless the material confirms them.

  3. Check the worksheet against the originals

    Use: You

    Check every row of the fact worksheet against the originals and correct it.

    Check

    Compare each row with the supplied originals: claim, value, order of events and the rule that applies. Leave a gap open where scope or cause is not established.

  4. Draft the acknowledgement and open questions

    Use: Gemini

    Add the corrected worksheet to the same chat and ask for the draft acknowledgement and a separate list of open questions.

    Details

    What to paste into the tool

    Task: Draft acknowledgement with confirmed and still-to-confirm items marked; Open questions and proposed next human decision. Write for customers in plain language. State only facts the worksheet marks confirmed, say what is still to confirm, and give no restoration time. Put the open questions for the incident communication lead in a separate list. Tie each open question to a worksheet row.

  5. Check the draft and close as preparation

    Use: You

    Read the draft and the open questions against the originals, correct them and close the work as preparation only.

    Check

    Check every impact statement is approved and no restoration time is invented. Settle recipients and authority for any later use separately; this draft is not approval to send.

Before you paste into any AI tool, remove any confidential information. Put it back at the end.

Tools in this workflow

Deciding between ChatGPT and Claude for this? See the comparison.

Final check

Never paste credentials or full payment details.

No restoration time appears in the draft, and every impact statement rests on an approved fact.

Every statement in the draft traces to a checked row with a source ID.

Gaps stay visible as gaps; none is filled by inference.

No credentials of any kind are copied.

The named reviewer confirms the evidence and the draft; completion is preparation only.

Check the result against your original inputs. Approve it before sharing or acting.

What still needs checking
  • The Gemini Apps source pages do not say which privacy setting or account type the team holds; confirm Keep Activity and account type before uploading confidential case material.
  • The OpenAI source pages do not say which ChatGPT plan, data-control setting or retention terms the team holds; confirm them before uploading confidential case material.
  • Which Notion plan and credit type apply to Notion AI is not established by the source pages, and Notion AI, Notion Agent and Custom Agents are separate surfaces; confirm plan, credits and settings before use.
  • Plan limits and credits change; re-read the cited vendor pages on the day of use.
  • The approved wording limits for a given incident arrive with the case; no option assumes a standing template.

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