Prerequisites:
- Admit failure - Hiding downtime is no longer an option
- Sound like a human - Do not use a standard template, do not apologize for "inconveniencing" us
- Have a communication channel - Set up a process to handle incidents prior the event (e.g. public health dashboard, status blog, twitter account, etc.)
- Above all else, be authentic - You must be believed to be heard
Requirements:
- Start time and end time of the incident
- Who/what was impacted - Should I be worried about this incident?
- What went wrong - What broke and how you fixed it (with insight into the root cause analysis process)
- Lessons learned - What's being done to improve the situation for the future, in technology, process, and communication
Bonus:
- Details on the technologies involved
- Answers to the Five Why's
- Human elements - heroic efforts, unfortunate coincidences, effective teamwork, etc
- What others can learn from this experience
Hello,
ReplyDeleteI've prepared a Checklist based on this post. You may find it useful: A-guideline-for-postmortem-communication
Regards,
KIR
Very cool
ReplyDeleteI thought I'd share my experience using this format at my company. I recently transition into a very business and end-customer facing role managing our external and portions of our internal website. In moving into this role, one of my main goals was to improve communication to my stakeholders around downtime events. Adoption of this guideline for these communications has been the single biggest improvement we've made.
ReplyDeleteThe first time I sent one out, I was completely overwhelmed by the amount of positive feedback and support I received. The key indicator of success for me was that this support was equally divided among my IT development and business stakeholder counterparts. The only area we need to improve now is the timeliness of the delivery.
As IT folks, we struggle with this because we want to have all the answers, but sometimes this just isn't possible. We've started including "We don't know right now"-type answers and then following up later. If anything, I think this contributes to the "Sound like a human" goal and our stakeholders genuinely appreciate the transparency and honesty.
Apologies for the long comment, but thanks so much for the great guideline!
Jeff
I'm from the same organization as Jeff; we've found these guidelines to be very helpful and this blog to be a great resource as we design our own communication and dashboards for our new SaaS offerings. Keep up the great work!
ReplyDeleteComments like these make this whole blogging thing worth it. I really appreciate the insight and support. Getting real world examples like this is huge for me.
ReplyDeleteI'm actually giving a talk on this very topic in a few weeks (http://oreil.ly/9DJv5Z), that will attack the issue from a higher level. That's why it's been so quite on the blog. I'm going to post the slides/notes here right after the talk (6/23).
If you don't mind, I'd like to quote from the comments above in the talk :)
I wished that too and thanked for the owner to dare the loss of space for more book shelves for people. deixar de fumar
ReplyDeleteI was very impressed by this post, this site has always been pleasant news Thank you very much. VideoVigilancia
ReplyDeleteCoach Outlet http://www.coachstoreoutlet.us.org
ReplyDeleteChristian Louboutin Shoes http://www.christianlouboutinshoe.eu.com
Valentino Shoes http://www.valentinoshoes.eu.com
Michael Kors Outlet http://www.michaelkorsoutlet.us.org
Coach Factory Outlet http://www.coachfactoryoutlet.us.org
Coach Outlet Online http://www.coachoutletonlinestore.us.org
Coach Purses http://www.coachpurse.us.com
Kate Spade Outlet http://www.katespadefactoryoutlet.us.com
Toms Shoes http://www.toms-shoes.name
Hermes Belts http://www.hermesbelts.us.org
Louis Vuitton http://www.louisvuitton-outletstores.us.com
Fendi Handbags http://www.fendibelt.us.com
Giuseppe Shoes http://www.giuseppezanotti.eu.com
Michael Kors Outlet http://www.michael-kors-outlet.us.com
Stephen Curry Shoes http://www.stephencurryshoes.us.com
Salomon Shoes http://www.salomonshoes.eu.com
North Face Outlet http://www.northfacesoutlet.in.net
Coach Outlet http://www.outletcoach.in.net
North Face Outlet http://www.northfacesoutlet.us.com
Burberry Outlet http://www.burberryoutletstore.us.org
North Face Outlet http://www.north-faceoutlets.in.net
North Face Jackets http://www.outletnorthface.in.net
Skechers Shoes http://www.skechersshoes.us.com
Toms Outlethttp://www.tomsoutletstore.us.org
North Face Outlet http://www.northfacestoreoutlet.us.org
Nike Air Max http://www.nikeoutlet.us.org
Nike Hoodies http://www.nikehoodies.us.com
Marc Jacobs Handbags http://www.marcjacobshandbags.name
Marc Jacobs Outlet http://www.marcjacobsoutletstore.us.com
Jimmy Choo Shoes http://www.jimmy-chooshoes.us.com
Jimmy Choos http://www.jimmychoos.in.net
Burberry Belt http://www.burberrybelt.us.com
Louis Vuitton Belt http://www.louisvuitton-belt.com
Salvatore Ferragamo http://www.ferragamo-belt.us.com
Marc Jacobs Handbags http://marcjacobshandbagsoutlet.blog.com
Lululemon Outlet http://www.lululemonsoutlet.us.com
True Religion Outlet http://www.truereligion-outlets.in.net
Tommy Hilfiger http://www.tommyhilfigeroutlet.us.com
Michael Kors Outlet http://www.outletmichaelkors.eu.com
Coach Outlet http://www.outletcoach.eu.com
Red Bottoms http://www.redbottom.in.net
Kevin Durant Shoes http://www.kevindurantshoes.us.org
New Balance Outlet http://www.newbalanceoutlet.in.net
Adidas Outlet http://www.adidasoutlet.in.net
Coach Outlet Online http://www.coachoutlet-online.eu.com
Stephen Curry Jersey http://www.stephencurryjersey.us.com
Vans Outlet http://www.vansoutlet.us.com
Ralph Lauren Outlet http://www.ralphlauren-outletstore.in.net
True Religion Outlet http://www.true-religionoutlets.in.net
ED Hardy Outlet http://www.edhardyoutlet.in.net
North Face Outlet http://www.northfaceoutlet.eu.com
UGG Outlet http://www.uggoutlet.us.org
UGG Outlet http://www.outletugg.in.net
North Face Outlet http://www.northface--outlet.us.com
Ugg Boots Sale http://www.uggbootssale.in.net
UGGS For Women http://www.uggsforwomen.us.com
Skechers Go Walk http://www.skechersgowalk.us.com
Adidas Yeezy Boost http://www.adidasyeezyboost.in.net
Adidas Yeezy http://www.adidasyeezy.us.com
Adidas NMD http://www.adidas-nmd.us.org
Coach Outlet http://www.coachoutletinc.us.com
ReplyDeleteLongchamp Outlet
NFL Jerseys
Yeezy Boost 350
Jordan 4
Nike Outlets
Longchamp Bags
Nike Air Max 2016
Adidas UK
Nike Outlet
Under Armour
Timberland UK
Jordan 12
Polo Ralph Lauren Outlet
Yeezy
Nike Outlet
Nike Huarache
Keds Shoes For Women
Roshe Run
Yeezy Shoes
Nike Air Max
Ray Ban Outlet
Oakley Outlet
Adidas NMD
Ray Ban Outlet Store
Cheao Jordan Shoes
Toms Outlet
Ultra Boost Uncaged
MLB Jerseys
Ugg Boots Outlet
Kate Spade Outlet
Ugg Boots Outlet
Uggs Outlet
Timberland Outlet
Ray Ban Outlet
Ray Ban Sunglasses
Adidas NMD
Timberland UK
Ralph Lauren
ReplyDeleteشركة نقل اثاث بالدمام التفاؤل شركة نقل اثاث بالخبر كما انها افضل شركة نقل اثاث بالجبيل نقل عفش واثاث بالجبيل والخبر والقطيف والدمام
شركة نقل اثاث بالدمام
شركة نقل اثاث بالجبيل
ReplyDeleteشركة نقل اثاث بخميس مشيط
شركة نقل اثاث بابها
شركة نقل اثاث بحائل
kate spade outlet online
ReplyDeletefitflop sandals
chaussure louboutin pas cher
nike outlet store
rolex watches
salomon boots
celine handbags
ralph lauren outlet
air max shoes
burberry outlet online
170614yueqin
jianbin0908
ReplyDeletecoach outlet online
cheap oakley sunglasses
uggs outlet
michael kors outlet clearance
polo ralph lauren outlet
nike air max 90
nike roshe run
polo outlet
ralph lauren polo
mbt shoes outlet
pandora charms
ReplyDeletejordans
coach outlet
canada goose jackets
nike air max
supreme clothing
coach outlet
christian louboutin outlet
canada goose jackets
canada goose jackets
clb1209
Packers and Movers Kolkata to Mumbai charges
ReplyDeletePackers and Movers Kolkata to Pune charges
Packers and Movers Delhi to Pune charges
Packers and Movers Delhi to Hyderabad charges
Packers and Movers Delhi to Kolkata charges
Packers and Movers Delhi to Mumbai charges
Packers and Movers Delhi to Pune charges
packers and movers ghaziabad to bangalore charges
packers and movers ghaziabad to delhi charges
packers and movers ghaziabad to hyderabad charges
An individual might have complete knowledge about the topic assigned to his group, might be well aware of what is happening around him, but if he can't effectively communicate his ideas to others, he will fail to create his mark.women in film
ReplyDelete