In the same way that you have an internal wiki for your organization, you should also have a dedicated page on your website that can have regular updates concerning the current situation and action items your company has put together to address it.
In some cases, your crisis management team will be expected to interact with media groups or the press for the occasional official statement. So you’ll have to prepare for that as well.
For anything you release to the public, make sure you have your official statement up on your official website, social media channels, and email newsletter to communicate consistently and clearly.
This also means that you not only have to be ready to respond proactively and reach out to customers to reply to their queries, complaints, and seek feedback, but you also have to bring up your social listening game.