Assigning a "communications officer" at the start of an incident seems to work well. They are a person with the same technical skills as the people actively wor

Assigning a "communications officer" at the start of an incident seems to work well. They are a person with the same technical skills as the people actively working on the problem, but their job is primarily to observe and filter/transform communications to and from the team. A nice side benefit is that having someone who isn't actually responsible for fixing things seems to free up their mind to notice things that their hands-on-keyboards colleagues missed.