Communication Policy

Purpose

This policy establishes how Rygen Technologies communicates about AI systems and the AI Management System (AIMS) with internal and external stakeholders.

Scope

This policy applies to all AI-related communications including new features, incidents, compliance requirements, and stakeholder feedback across all Rygen platforms and internal operations.

Communication Framework

We take a measured and responsible approach to communicating our stance toward AI, AI initiatives, AI capabilities, and any issues with the AI systems we deploy. This impacts both internal and external stakeholders, and involves establishing what members of our team communicate, whom they communicate with, when they communicate it, and how the information is communicated.

Internal Communications

CEO & Board

Executive leadership requires high-level strategic information about AI initiatives, major investments, significant risks, and certification progress.

• AI strategic initiatives: Quarterly updates via board meetings and executive briefings
• Major AI investments: Before launch via board meetings and executive briefings
• Significant risks or incidents: Immediate via email for urgent items, regular updates via board meetings
• Certification status: Quarterly updates via board meetings and executive briefings

CTO

The CTO needs detailed operational oversight of AIMS performance, system health, risk status, development progress, and resource requirements.

• AIMS performance metrics: Monthly status via 1:1 meetings and monthly reports
• AI system health: Monthly status via monthly reports, immediate for incidents via Slack
• Risk status: Monthly status via 1:1 meetings, immediate changes via Slack for urgent items
• Development progress: As needed via 1:1 meetings and monthly reports
• Resource needs: As needed via 1:1 meetings and monthly reports

Engineering Teams

Technical teams need current information about development standards, new capabilities, process updates, and sprint planning activities.

• AI development standards: Immediate for process changes via team meetings, Confluence updates, and Slack #rygen-ai
• New AI tools/capabilities: As available via team meetings, Confluence updates, and tech talks
• Process updates: Immediate for process changes via team meetings and Confluence updates
• Sprint planning: Monthly tech talks via team meetings and tech talks

All Staff

Company-wide communications cover policy updates, feature launches, success stories, general awareness, training availability, lessons learned, and compliance requirements.

• AI Policy updates: Immediate for policy changes via email announcements and Confluence
• New AI features launched: At major launches via all-hands meetings and company newsletter
• AI success stories: Quarterly updates via all-hands meetings and company newsletter
• General awareness: Quarterly updates via all-hands meetings and company newsletter
• Available training: Quarterly updates via all-hands meetings and Confluence
• Lessons learned: Quarterly updates via all-hands meetings and Confluence
• Compliance requirements: Immediate for policy changes via email announcements and Confluence

External Communications

Clients

Client communications focus on new features, feature updates and changes, known limitations, service-affecting incidents, and feedback collection.

• New AI features: At feature launch via release notes and email notifications
• Feature updates/changes: 30 days notice for changes via email notifications and release notes, quarterly updates via customer success calls
• Known limitations: At feature launch via release notes and help documentation
• Incidents affecting service: Per severity timelines (see Communication Triggers and Protocols section)
• Feedback requests: Annual satisfaction surveys via email and customer success calls

End Users

End user communications provide information about feature availability, usage guidance, and issue reporting processes.

• AI feature availability: At feature launch via in-app notifications and help documentation
• How to use AI features: At feature launch and documentation updates via help documentation, training videos, and support portal
• How to report issues: At feature launch and documentation updates via in-app notifications and support portal

Auditors/Compliance

Compliance communications provide AIMS documentation, audit evidence, incident reports, and compliance status information.

• AIMS documentation: Upon request and scheduled audits via secure document sharing and formal reports
• Audit evidence: Upon request and scheduled audits via secure document sharing and audit meetings
• Incident reports: Upon request and annual reviews via formal reports and audit meetings
• Compliance status: Annual reviews and scheduled audits via formal reports and audit meetings

Model/API Providers

Provider communications cover usage compliance, incident reports, service feedback, and integration issues.

• Usage compliance: Per contract terms via vendor portals and email
• Incident reports: Per SLA for incidents via vendor portals, email, and support tickets
• Feedback on services: Regular reviews via email and review meetings
• Integration issues: As needed via support tickets and email

Communication Triggers and Protocols

Mandatory Communications

New AI System/Feature Launch

• Internal announcement: 2 weeks before launch
• Client notification: At launch (release notes and user guide)
• Documentation update: Before launch
• Training availability: At launch

AI Incidents

Incident communication follows severity-based timelines as defined in AI-023 Incident Response Procedure:

Post-incident report: Within 5 business days (SEV1/SEV2 required, SEV3 optional)

See AI-023 Incident Response Procedure for complete incident management requirements including severity classification, operational response, and AIMS integration.

Policy/Process Changes

• Internal notification: 1 week before effective date
• Training if needed: Before effective date
• Acknowledgment required: Yes, for policy changes

Compliance Updates

• Certification achieved: All stakeholders within 1 week
• Audit findings: Leadership within 48 hours
• Required actions: Affected teams immediately

Regular Communications

Monthly

• AIMS status report to CTO
• AI system performance metrics to technical teams

Quarterly

• AI update in company all-hands
• Client newsletter featuring AI improvements
• Board update on AI initiatives

Annually

• AI Policy review reminder
• Compliance training notification
• Stakeholder feedback request

Feedback Channels

Internal Channels

• Slack #rygen-ai: Employee questions → AI team (same day response)
• Governance committee meetings: Process improvements → Committee members (monthly)

External Channels

• ai-admin@rygen.com: General AI feedback → Principal AI Engineer (2 business days)
• Support tickets: AI feature issues → Support team (per SLA)
• Client advisory board: Strategic AI input → Product team (quarterly meetings)

Responsibilities

• Principal AI Engineer: Overall policy implementation, technical communications
• Product Managers: Client feature communications
• Marketing: External announcements, newsletters
• Support Team: Incident communications, user guidance
• Team Leads: Cascade information to teams, ensure understanding
• Communications Lead (Incident Role): Manages incident communications per this policy during active incidents

Policy Review

This policy is reviewed annually or when significant changes occur to stakeholder needs or communication requirements.

Revision History