Make an incident contact sheet that works offline

Plan for unavailable normal tools

An incident can make the usual mailbox, chat system or shared drive inaccessible. A contact directory stored only in that same service may fail at the exact moment it is needed. Prepare a small protected offline copy with verified routes and clear responsibilities.

The directory should support decisions, not collect unnecessary personal details. Use business contact methods where appropriate and handle any private telephone numbers according to the organisation's rules.

Build the response directory

1. List the internal incident lead, technical responder and person authorised to interrupt critical services. Include a backup for each role rather than assuming the first person is always available.
2. Add verified support routes for essential services: internet provider, email provider, domain registrar, backup service and bank. Use numbers from existing contracts or official provider records.
3. Record what each contact can authorise or solve. A supplier's billing desk and technical incident desk may be different routes, and a general mailbox may not provide urgent response.
4. Save a protected offline copy and decide who can retrieve it during an outage. Review its contents with the responsible people and record the date it was checked.

Verify with a tabletop exercise

Imagine that business email is unavailable and the main administrator cannot answer. Ask an authorised colleague to identify the next contact and a way to reach them. Do not place emergency calls or activate incident hotlines merely to test whether the number exists.

If the exercise depends on an inaccessible password vault, identify an approved emergency-access route. Keep secret recovery material separate from an ordinary staff directory.

Include external communication ownership

Decide who can speak to customers, insurers or authorities when applicable. This document does not determine legal reporting duties; it ensures the responsible decision-maker can be reached. Avoid allowing several people to send conflicting speculative accounts of the same event.

Maintain the record

Review after staff changes, supplier replacement and domain or mailbox changes. Remove obsolete details and protect old copies through the normal document process. A directory with a clear owner and current routes is more useful than a long unattended list of names copied from an old email signature.