Stakeholder Communication

When an agent delivers incorrect output to an external stakeholder, the communication challenge is unique: you are explaining that a system made a mistake on its own. The stakeholder does not have a person to blame, which can create more anxiety, not less. The communication must be transparent about what happened, specific about what was affected, and concrete about what you are doing to prevent recurrence.

The stakeholder notification template: "We identified that [specific output/deliverable] delivered on [date] contained [specific error]. The root cause was [brief, non-technical explanation]. We have [contained the issue / corrected the output / reprocessed the affected work]. To prevent recurrence, we are implementing [specific preventive measure]. We will deliver the corrected [output/deliverable] by [date/time]." Do not use passive voice. Do not minimize. Do not blame the technology. Take ownership of the system and the output it produced.