Communications are timely, clear, and actionable

Ensuring Timely, Clear, and Actionable Communication
Effective communication is key to managing risks and planned events. Mechanisms for timely communication ensure that team members are informed of known risks, events, and necessary actions. Providing clear context, details, and timing helps teams act decisively and minimize potential disruptions to operations.

Provide Timely Notification of Risks and Events

Establish mechanisms to provide timely notice to team members of known risks and planned events. These notifications should be sent as soon as relevant information is available to ensure that teams have adequate time to prepare and respond. Examples include notifying about software vulnerabilities that require urgent action or upcoming promotions that could impact workload stability.

Ensure Clarity and Context in Communications

Communications should be clear and provide the necessary context to help team members understand the situation and what is expected of them. This includes including details about the nature of the risk or event, its potential impact, and the timeline. Clear communication helps avoid misunderstandings and ensures that appropriate actions are taken.

Make Communications Actionable

Provide actionable details that help team members understand what needs to be done in response to risks or events. This includes identifying specific actions required, assigning responsibilities, and specifying deadlines. When team members receive actionable information, they can respond effectively and in a timely manner.

Record Events in Change Calendars

Planned events, such as maintenance or promotions, should be recorded in a change calendar or maintenance schedule. This allows team members to easily track upcoming activities and prepare accordingly. A change calendar helps in coordinating activities across teams, avoiding conflicts, and mitigating risks associated with overlapping changes.

Supporting Questions

• How are team members notified of known risks and planned events?
• What mechanisms are in place to ensure that communications are clear and provide necessary context?
• How are planned events recorded to help team members prepare and take action?

Roles and Responsibilities

Communications Coordinator
Responsibilities:

• Ensure that team members receive timely notifications of known risks and planned events.
• Draft communications that provide clear context and actionable information.

Team Member
Responsibilities:

• Review notifications regarding risks and events, assess their impact, and take the necessary actions.
• Refer to the change calendar to stay informed about planned events and prepare accordingly.

Change Manager
Responsibilities:

• Maintain the change calendar or maintenance schedule, recording planned events and ensuring visibility for all relevant teams.
• Coordinate with stakeholders to avoid scheduling conflicts and minimize disruptions.

Artifacts

• Notification Template: A standardized template used for communicating risks and planned events, ensuring consistency and completeness.
• Change Calendar: A calendar that records planned events, maintenance activities, and other key changes, allowing teams to plan and prepare accordingly.
• Communication Log: A log that records when notifications were sent, the details included, and any follow-up actions required.

Relevant AWS Tools

Notification and Communication Tools

• AWS SNS (Simple Notification Service): Automates notifications to inform team members of known risks and planned events, ensuring timely communication.
• Amazon Chime: Facilitates meetings and discussions to provide additional context regarding risks or events.

Scheduling and Coordination Tools

• AWS Systems Manager Change Calendar: Provides a centralized calendar for recording planned events, such as maintenance or changes, allowing team members to track upcoming activities and prepare accordingly.
• AWS EventBridge: Helps in automating event-driven communication, ensuring that team members are informed about planned events and can respond accordingly.

Documentation Tools

• AWS WorkDocs: Stores communication templates, change calendars, and communication logs, making them easily accessible to all relevant team members.
• AWS Systems Manager: Manages maintenance schedules and notifications, ensuring that team members have access to information about planned activities.