Alli Hodgson

Sample 04 · Incident communication

From First Notice to Resolution

Two messages sent during a vendor-side booking bug: one to establish scope and interim guidance, and one to confirm the fix, name the remaining cleanup, and close the loop.

AudienceLocation owners and managers for one brand
IncidentOnline bookings failed to preserve prep time
FormatAwareness update and executive-signed resolution

First notice: define the scope

The initial message leads with the exact behavior: online bookings may appear back-to-back because expected transition time is not being preserved. It then narrows the concern before it grows into panic.

ImpactedOnline booking availability and prep-time spacing.
Working normallyAppointments booked directly inside the platform.
Not observedNo indication of true double-bookings.

Interim guidance

  • Review newly booked online appointments with the issue in mind.
  • Adjust appointments when needed to preserve appropriate transition time.
  • Continue business as usual otherwise while the vendor investigates.

Resolution: name what the fix did not do

The resolution confirms that new appointments are again accounting for prep time. It also states the important limitation: bookings created during the incident will not update automatically.

Location action after the fixReview bookings from the impacted window, adjust timing where necessary, and communicate with clients if appointment times must move.

The closeout distinguishes immediate recovery from prevention work. Locations return to normal operations while the technology team works with the vendor to understand how the change was introduced and strengthen safeguards.

The communication pattern

01ScopeState what is affected—and what is not.
02FactsSeparate confirmed behavior from assumptions.
03GuidanceGive locations practical actions they control.
04Close the loopConfirm the fix, remaining work, and monitoring path.
Communication principle

Calm comes from precision: narrow the scope, tell people what to do now, avoid promises outside your control, and be honest about what remains after the technical fix.