How often should updates be sent to customers and stakeholders during a major incident?

During a major incident, it is critical to maintain clear and consistent communication with customers and stakeholders. Sending updates at every new incident phase and roughly every 20-30 minutes ensures that everyone involved stays informed about the latest developments, the current status of the incident, and the actions being taken to resolve it. This frequent communication helps to manage expectations and provides transparency, which can significantly reduce frustration and anxiety among customers and stakeholders who are impacted by the incident.

By dividing updates into distinct phases, responders can provide more targeted and relevant information, allowing stakeholders to understand the larger context of what is happening and the anticipated timeline for resolution. Regular updates reflect a proactive approach to incident management, ensuring that stakeholders feel engaged and acknowledged throughout the process.