Haha doesn’t hurt to try a different approach!

The forced status updates come from the idea that resolution is a linear and quantifiable process, like copying a file from here to there. The idea an issue is caused by the unknown, and the remedy is unknown, is incompatible with processes and worldviews.

Forced status updates are still good. Even if they just say "we are still working on it and attempts so far have failed" it keeps people from thinking Microsoft is just playing GTA VI instead of working on it. Managing expectations is just as important as restoring service. Sometimes (probably not with a global email service) even more important. You can get away with a lot of downtime in some services as long as you are communicating what's going on

> a linear and quantifiable process, like copying a file from here to there

I take it you've never seen a Windows file copy dialog :)