Communication Playbook
Protocols for clear, consistent, and compliant messaging during crisis events.
This playbook outlines OLTA’s internal guidelines for communication during operational disruptions, protocol risks, or reputation-sensitive incidents. The goal is to ensure swift coordination, accurate messaging, and institutional-grade response integrity.
1. Objectives
Ensure timely and transparent communication to stakeholders.
Minimize misinformation or speculation.
Align external communication with internal remediation actions.
Satisfy compliance, legal, and investor expectations.
2. Core Roles & Responsibilities
Risk Lead
Classifies the severity and notifies comms & legal teams.
Communications Officer
Crafts messaging (internal, public, partner-level).
Legal Counsel
Validates compliance, language, and liability exposure.
Core Contributor(s)
Provide technical context and validate facts.
3. Communication Tiers
Internal Alert
Any disruption or flag raised
Core Contributor chat, internal Notion
≤ 30 min
Investor Notice
Potential fund impact (NAV, pricing, security)
Direct email, portal notice
≤ 4 h
Public Statement
Security breach, protocol incident
Twitter, Telegram, Linkedln, website banner.
≤ 6 h
Regulatory Reporting
If required (e.g., sanctions, KYC breach)
Legal counsel + official registry
Per legal timelines
4. Message Templates
Initial Update Template “We are aware of [issue] affecting [component]. Our team is investigating and will provide an update within [X hours]. Funds remain safe and no user action is required at this time.”
Post-Mortem Template “Following our investigation, [summary of issue]. A remediation plan has been implemented. Full technical details are available [link].”
5. Communication Do’s & Don’ts
Do:
Align messaging across all platforms
Disclose facts only, no speculation
Update periodically (e.g. every 4h during live incident)
Don’t:
Share unverifiable assumptions
Delay first update beyond the expected window
Overpromise resolution without engineering confirmation
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