During an incident, a property team needs a practiced plan and reliable information. A routine email or text service should not be treated as the only way people receive urgent instructions.
Agree the roles in advance
Identify who contacts emergency services, who communicates with tenants, who verifies information, and who covers the role if the usual person is unavailable. Keep contacts available through an appropriate backup method if power or internet service is interrupted.
Ready.gov’s business preparedness resources provide a starting point for emergency and continuity planning. Coordinate the property’s plan with relevant authorities and qualified advisers. For immediate danger in the United States, call 911.
Separate verified instructions from updates
Use instructions from the responsible authorities and the property’s approved plan. Identify the source and time of an update. Do not invent evacuation directions, technical safety advice, or an all-clear message while writing a general communication.
Plan for more than one route
Consider people who cannot receive a text, hear an announcement, read a posted notice, or access a digital service. Establish appropriate alternatives before an incident. The DOJ guidance on effective communication can help frame that discussion.
Keep the recovery updates useful
After the immediate response, communicate confirmed service changes, access arrangements, and the next update time. Track unanswered questions and hand them to a named person. Review the communication process afterward and correct the gaps while the experience is fresh.