Create a multi-channel communications plan for [Company] to manage disruptions (port closures, weather, labor actions) in [Region] during [Timeframe]. Define severity tiers and corresponding outreach via SMS, email, status page, social, and account manager calls. Align messages to customer impact, alternative routings, and compensation policies.
Output requirements:
A decision tree (text outline) from detection → triage → customer segmentation → message templates → follow-up;
A matrix “Channel by Severity” with columns: Severity, Audience, Channel, Message Goal, SLA, Owner, KPI (acknowledgment rate, time-to-open, churn risk). Include pre-approved templates and cadence rules.
Integrate with TMS event codes and ETA updates. Provide localization for [Languages] and accessibility guidance.