Communications Incident Runbook

Use This During Live Operations

Use this guide when event work may happen on local devices, offline files, or LAN-only tools instead of the live online dashboard. In this guide, Communications Incident Runbook narrows that work to what to do when an event needs urgent LAN communications, calls, notifications, or communications fallback. Because this is a runbooks page, read it as part of the EMS LAN learning path rather than as an isolated checklist.

EMS LAN keeps an event moving when internet access is unreliable, but it also creates a second place where event records can change. Read the page for the decision it helps a person make, then use the steps and checks as a steady path from context to action to proof.

What This Runbook Stabilizes

This page is for a pressured moment. Use the sequence to slow the work down, assign ownership, protect records, and leave a clear next step. The intended readers are Communications leads and Event leads. If the guide names a dashboard route, service area, export, or record type, treat that name as a pointer to real operational responsibility.

• Primary surface or service: /admin/:eventId/communications and /workspace/:eventId/communications.
• Records or contracts involved: Messages, Announcements, Calls, and Notification events.
• Main care point: Watch for losing track of which file, device, person, or import is trusted while attendee, staff, inventory, POS, or check-in records change offline.
• Proof worth keeping: event ID, snapshot filename, export time, device owner, import summary, sync-history entry, reconciliation count, and supervisor note.

Move From Situation To Handoff

1. Name the live situation: Begin by naming the EMS LAN situation, the owner, and the exact item involved in Communications Incident Runbook.
2. Assign the operator and reviewer: Use /admin/:eventId/communications and /workspace/:eventId/communications to connect the words on the page to the screen, file, service route, or record that people actually use.
3. Perform the smallest safe action: Keep Messages, Announcements, Calls, and Notification events in view so the work stays tied to the records or contracts it can affect.
4. Write the handoff before the next person takes over: Before handing off, save proof such as event ID, snapshot filename, export time, device owner, import summary, sync-history entry, reconciliation count, and supervisor note so the next lead can tell which file and device state are trusted.

The Runbook Is Complete When

You are ready to use the rest of this page when the purpose, owner, affected information, and proof are all clear enough for a second person to review.

1. Scope is named: The work is tied to the correct page, event, report, route, file, person, or record.
2. Impact is understood: The operator can explain the effect on offline files, check-in access, staff rosters, inventory counts, POS totals, and import history.
3. Proof is findable: The handoff points to evidence that the next lead can tell which file and device state are trusted.

End-to-end operator runbook

Use this numbered runbook during an urgent onsite communications event.

1. Step 1 - Stabilize the situation. Confirm the event, channel, affected team, and urgency. This prevents broadcasting to the wrong group.
2. Step 2 - Choose the current source of truth. Choose text channel, announcement, pin, DM/group, voice room, private intercom, or video call. This matches tool to urgency.
3. Step 3 - Execute the scenario path. Send the update, start the call, or pin the decision with clear next action and owner. This creates the operational communication.
4. Step 4 - Pause at every risk marker. Confirm message visibility, notification delivery, call participants, and whether anyone lacks media permissions. This prevents missed instructions.
5. Step 5 - Capture proof before the team moves on. Keep the final decision pinned or summarized in the channel. This makes the incident understandable later.
6. Step 6 - Debrief and hand off unresolved work. End unneeded calls and record unresolved actions. This returns communications to normal operation.

Fallback order

1. Action 1. Try text channel or announcement for broad updates. Confirm the event ID, file, or device state before continuing.
2. Action 2. Use DM/group for small-team coordination. Check the offline proof before moving on.
3. Action 3. Use voice/intercom when typing is too slow. Keep the sync history or import summary visible.
4. Action 4. Pin final instruction after a fast-moving call. Confirm the event ID, file, or device state before continuing.