feat: add formal stakeholder communication plan

COMMUNICATION_PROCEDURES.md

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+# Communication Procedures & Implementation Guide
+
+## Quick Reference
+
+### When to Use Each Channel
+| Situation | Channel | Urgency |
+|-----------|---------|---------|
+| Daily standup | Slack #teachlink-dev | Low |
+| Code review feedback | GitHub PR | Low |
+| Feature announcement | Email + Slack | Medium |
+| Bug report | GitHub Issue | Medium |
+| Production outage | Slack @here + Phone | Critical |
+| Security issue | Email + Slack #security | Critical |
+| Roadmap update | Monthly meeting | Medium |
+| User feedback | GitHub Discussions | Low |
+
+---
+
+## Detailed Procedures
+
+### Procedure 1: Reporting a Bug
+
+**Step 1: Determine Severity**
+- Level 1 (Low): Cosmetic issues, minor inconvenience
+- Level 2 (Medium): Affects functionality, workaround exists
+- Level 3 (High): Major functionality broken, no workaround
+- Level 4 (Critical): Security risk, data loss, production down
+
+**Step 2: Choose Communication Channel**
+- Level 1-2: GitHub Issue
+- Level 3: GitHub Issue + Slack #teachlink-dev
+- Level 4: Slack @here + Email to engineering manager + Phone call
+
+**Step 3: Provide Information**
+```
+Title: [Clear, concise description]
+
+Severity: [Level 1-4]
+
+Steps to Reproduce:
+1. [Step 1]
+2. [Step 2]
+3. [Step 3]
+
+Expected Behavior:
+[What should happen]
+
+Actual Behavior:
+[What actually happens]
+
+Environment:
+- OS: [OS and version]
+- Browser: [Browser and version]
+- Contract Version: [Version]
+
+Screenshots/Logs:
+[Attach relevant files]
+```
+
+**Step 4: Follow Up**
+- Level 1-2: Check for updates within 5 business days
+- Level 3: Check for updates within 24 hours
+- Level 4: Expect immediate acknowledgment
+
+---
+
+### Procedure 2: Requesting a Feature
+
+**Step 1: Prepare Proposal**
+```
+Title: [Feature name]
+
+Problem Statement:
+[What problem does this solve?]
+
+Proposed Solution:
+[How should it work?]
+
+Use Cases:
+1. [Use case 1]
+2. [Use case 2]
+
+Impact:
+- Users affected: [Number/percentage]
+- Effort estimate: [Small/Medium/Large]
+- Priority: [Low/Medium/High]
+```
+
+**Step 2: Submit Request**
+- Post in GitHub Discussions (Feature Requests category)
+- Share link in Slack #teachlink-product
+- Wait for product team feedback
+
+**Step 3: Participate in Discussion**
+- Respond to clarifying questions
+- Provide additional context if needed
+- Attend feature review meeting if invited
+
+---
+
+### Procedure 3: Escalating an Issue
+
+**Step 1: Assess Escalation Need**
+Ask yourself:
+- Is the issue unresolved past SLA?
+- Does it affect multiple stakeholders?
+- Does it require executive decision?
+- Is it blocking critical work?
+
+**Step 2: Document the Issue**
+```
+Issue ID: [GitHub issue number or ticket ID]
+Original Report Date: [Date]
+Current Status: [Status]
+Days Unresolved: [Number]
+Impact: [Description of impact]
+Reason for Escalation: [Why escalating now]
+```
+
+**Step 3: Escalate**
+- Level 1→2: Email tech lead with documentation
+- Level 2→3: Email engineering manager + Slack notification
+- Level 3→4: Phone call to CTO + email to VP Engineering
+
+**Step 4: Follow Up**
+- Expect response within escalation SLA
+- Provide additional information if requested
+- Confirm resolution once issue is addressed
+
+---
+
+### Procedure 4: Announcing a Release
+
+**Step 1: Prepare Release Materials (1 week before)**
+- Finalize changelog
+- Write release notes
+- Create migration guide (if needed)
+- Prepare FAQ document
+
+**Step 2: Pre-Release Announcement (5 days before)**
+```
+Email Subject: Upcoming Release: TeachLink v[X.Y.Z]
+
+Dear Stakeholders,
+
+We're excited to announce the upcoming release of TeachLink v[X.Y.Z], 
+scheduled for [Date] at [Time] UTC.
+
+Key Features:
+- [Feature 1]
+- [Feature 2]
+- [Feature 3]
+
+Breaking Changes:
+- [Change 1]
+- [Change 2]
+
+Migration Guide: [Link]
+FAQ: [Link]
+
+Questions? Reply to this email or post in #teachlink-product.
+```
+
+**Step 3: Release Day Announcement**
+```
+Email Subject: RELEASED: TeachLink v[X.Y.Z]
+
+Dear Stakeholders,
+
+TeachLink v[X.Y.Z] is now live!
+
+Release Notes: [Link]
+Deployment Status: [Status]
+Known Issues: [List or "None"]
+
+What's New:
+- [Feature 1]
+- [Feature 2]
+
+Upgrade Instructions: [Link]
+
+Support: [Contact info]
+```
+
+**Step 4: Post-Release Monitoring (3 days after)**
+```
+Email Subject: TeachLink v[X.Y.Z] - Post-Release Report
+
+Release Status: STABLE / ISSUES DETECTED
+
+Metrics:
+- Uptime: XX%
+- Error Rate: XX%
+- User Adoption: XX%
+
+Issues Reported:
+- [Issue 1]: [Status]
+- [Issue 2]: [Status]
+
+Next Steps:
+- [Action 1]
+- [Action 2]
+```
+
+---
+
+### Procedure 5: Handling a Critical Incident
+
+**Step 1: Immediate Response (0-15 minutes)**
+- Declare incident in Slack #teachlink-security
+- Use format: `🚨 INCIDENT: [Brief description]`
+- Assign incident commander
+- Start incident war room (Zoom/Teams link)
+- Notify on-call engineer
+
+**Step 2: Initial Communication (15-30 minutes)**
+```
+Slack Message:
+🚨 CRITICAL INCIDENT - TeachLink [Incident ID]
+
+Status: INVESTIGATING
+Severity: CRITICAL
+Impact: [Description]
+ETA for Update: [Time]
+
+War Room: [Link]
+Incident Commander: [Name]
+```
+
+**Step 3: Ongoing Updates (Every 30 minutes)**
+```
+Update #1 - [Time]:
+Status: INVESTIGATING
+Current Actions: [Actions taken]
+Next Update: [Time]
+
+Update #2 - [Time]:
+Status: MITIGATING
+Current Actions: [Actions taken]
+Next Update: [Time]
+
+Update #3 - [Time]:
+Status: RESOLVED
+Root Cause: [Brief explanation]
+Resolution: [What was done]
+Post-Incident Review: [Scheduled for Date/Time]
+```
+
+**Step 4: Post-Incident Communication (24 hours after)**
+```
+Email Subject: Incident Report - TeachLink [Incident ID]
+
+Incident Summary:
+- Start Time: [Time]
+- End Time: [Time]
+- Duration: [Duration]
+- Impact: [Description]
+
+Root Cause:
+[Detailed explanation]
+
+Resolution:
+[What was done to fix it]
+
+Prevention:
+[What we'll do to prevent recurrence]
+
+Post-Incident Review: [Scheduled for Date/Time]
+```
+
+---
+
+### Procedure 6: Collecting Stakeholder Feedback
+
+**Step 1: Quarterly Survey**
+- Create 10-question survey (Google Forms)
+- Distribute via email to all stakeholder groups
+- Set 2-week response window
+- Target 50%+ participation
+
+**Sample Questions:**
+1. How satisfied are you with communication frequency? (1-5 scale)
+2. Which communication channels are most useful? (Multiple choice)
+3. Are updates clear and actionable? (Yes/No/Sometimes)
+4. What could we improve? (Open-ended)
+5. How quickly do we respond to your inquiries? (1-5 scale)
+
+**Step 2: Feedback Review Meeting**
+- Schedule bi-weekly with communications team
+- Review all feedback received
+- Categorize by theme
+- Identify trends and patterns
+- Assign action items
+
+**Step 3: Action Planning**
+- Prioritize feedback by impact
+- Assign owners to each action item
+- Set implementation deadlines
+- Track progress
+
+**Step 4: Feedback Response**
+- Acknowledge all feedback within 48 hours
+- Explain actions being taken
+- Share timeline for improvements
+- Follow up on implementation
+
+---
+
+## Communication Checklist
+
+### Before Sending Any Communication
+- [ ] Is the message clear and concise?
+- [ ] Is the information accurate?
+- [ ] Is the timing appropriate?
+- [ ] Is the channel correct for this audience?
+- [ ] Have I included all necessary details?
+- [ ] Is there a clear call to action?
+- [ ] Have I considered time zones?
+- [ ] Is the tone professional and respectful?
+
+### Before Escalating an Issue
+- [ ] Have I documented the issue thoroughly?
+- [ ] Have I waited for the appropriate SLA?
+- [ ] Have I tried to resolve it at the current level?
+- [ ] Is escalation truly necessary?
+- [ ] Have I notified the current owner before escalating?
+
+### Before Announcing a Release
+- [ ] Are release notes complete and accurate?
+- [ ] Have I tested the migration guide?
+- [ ] Have I identified all breaking changes?
+- [ ] Have I prepared FAQ for common questions?
+- [ ] Have I scheduled the announcement for appropriate time?
+
+---
+
+## Troubleshooting
+
+### Issue: No Response to Communication
+**Solution:**
+1. Check if message was sent to correct channel/person
+2. Verify recipient is not on vacation/leave
+3. Wait for full SLA before following up
+4. Send follow-up message with "FOLLOW-UP" in subject
+5. If still no response, escalate
+
+### Issue: Miscommunication or Confusion
+**Solution:**
+1. Clarify the original message immediately
+2. Use multiple channels if needed (email + Slack)
+3. Schedule a call to discuss in detail
+4. Document the clarification for future reference
+5. Update communication templates if needed
+
+### Issue: Stakeholder Dissatisfaction
+**Solution:**
+1. Listen to feedback without defensiveness
+2. Acknowledge their concerns
+3. Explain current process and constraints
+4. Ask what would improve the situation
+5. Implement changes if feasible
+6. Follow up to confirm satisfaction
+
+---
+
+## Appendix: Contact Information Template
+
+```
+STAKEHOLDER CONTACT DIRECTORY
+
+Development Team:
+- Tech Lead: [Name] | [Email] | [Phone] | [Slack]
+- Engineering Manager: [Name] | [Email] | [Phone] | [Slack]
+- On-Call Engineer: [Rotation schedule link]
+
+Product & Business:
+- Product Manager: [Name] | [Email] | [Phone] | [Slack]
+- Business Lead: [Name] | [Email] | [Phone] | [Slack]
+
+Executive:
+- CTO: [Name] | [Email] | [Phone] | [Slack]
+- VP Engineering: [Name] | [Email] | [Phone] | [Slack]
+- CEO: [Name] | [Email] | [Phone] | [Slack]
+
+Security & Compliance:
+- Security Lead: [Name] | [Email] | [Phone] | [Slack]
+- Compliance Officer: [Name] | [Email] | [Phone] | [Slack]
+
+General:
+- Feedback Email: feedback@teachlink.dev
+- Support Email: support@teachlink.dev
+- Emergency Hotline: [Phone number]
+```