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Weathering the Storm
Here are some simple tips on how to respond better to a crisis, both for the benefit of your customers and your business.
Part One: The calm before the storm
Planning and preparation: Pick your response team and get them ready to cope with an outage.
People and PlacesKnowing who is involved in responding to a crisis, and how they communicate will help save confusion in and amongst the chaos.
Get a Communication StrategyIt's important that your team know how and where to talk to one another and also how to talk to customers about any unfolding events.
Being the First to KnowIf your customers are having to tell you that your service is down, then you're already on the back foot.
Part Two: Riding the waves
From first discovery through response and resolution, we show you how to communicate it best.
All Hands Man your Battle StationsWhen things happen to your service, it's important that you bring the team together and get everyone up to speed.
Get the Word OutNow that your team understands what's going on, it's time to keep your customers updated.
Writing the Perfect NoticeHere are a bunch of simple rules to help you write the perfect status update, without feeling intimidated.
Dealing with Customer QuestionsJust because you have a status page doesn't mean you can ignore direct calls for help; and it's important you deal with them properly.
Part Three: Dealing with the aftermath
Learning from your failures, explaining them properly, and making it up to your customers.
Understanding what Went WrongBy doing so, you'll learn a great deal about your product, your business, and the way in which you respond to a crisis.
Writing a Post-mortemThis is your chance to begin rebuilding trust with your customers.
Compensating your CustomersSometimes your best efforts fall short. No matter how well you handle the situation.