Re:Outage post-mortem
by imbriaco on Monday January 13, 2014 @12:21AM
(#7049065)
I'm admittedly being nit-picky because I feel very strongly about the importance of outage communication. Good communication both during and after an incident can make a tremendous amount of difference in how you are perceived.
They decided that it was worth apologizing for near the end of the post. All I'm suggesting is that moving that up near the top and acknowledging up front that they let customers down would have improved the outcome.
They don't need to be over the top about it, just don't bury it at the end of the post.
Re:Outage post-mortem
by kkitay on Monday January 13, 2014 @01:38AM
(#7049279)
Fair enough. Your comment was more of a spark of a sentiment I've been carrying around for a little while. I can't agree enough that proper outage communication is important.
They decided that it was worth apologizing for near the end of the post. All I'm suggesting is that moving that up near the top and acknowledging up front that they let customers down would have improved the outcome.
They don't need to be over the top about it, just don't bury it at the end of the post.