11 hours later, the #caseofthemondays was over and they were back online. Throughout the those 11 hours, users had one of the following experiences:
1. When visiting foursquare.com, they saw:
1. When visiting foursquare.com, they saw:
2. When using the iPhone/Android/Blackberry app, they saw an error telling them the service is down and to try again later.
3. When checking Twitter (the not default source of downtime information), they saw a lot of people complaining and the following tweets from the official @foursquare account (if they thought of checking the @foursquare account):
Those were the only options available to a user of Foursquare for those 11 hours. A important question we need to answer is whether anyone seriously cared. Are users of consumer services like Foursquare legitimately concerned with Foursquare's downtime? Are they going to leave for competing services or just quit the whole check-in game? I'd like to believe that 11 hours of downtime matters, but honestly it's too early to tell. This will be a great test of the stickiness and Whuffie that Foursquare has built up.
The way I see it is that this is one strike against Foursquare (which includes the continued instability they've seen since Monday). They probably won't see a significant impact to their user base. However, if this happens again, and again, and again, the story changes. And as I've argued, downtime is inevitable. Foursquare will certainly go down again. They key is not reducing downtime to zero, but how you handle that downtime to avoid giving your competition an opening and even more importantly using that downtime to build trust and loyalty with your users. How do you accomplish this? Transparency.
We've talked about the benefits of transparency, why transparency works, and how to implement it. We saw above how Foursquare handled the pre- and intra- downtime steps (not well), so let's take a look at how they did in the post-downtime phase by reviewing the public postmortem (both of them) they published. As always, let's run it through the gauntlet.
Prerequisites:
- Admit failure - Excellent. The entire first paragraph describes the downtime, and how painful it was to users.
- Sound like a human - Very much. This has never been a problem for Foursquare. The tone is very trustworthy.
- Have a communication channel - Prior to the event, all they had were their twitter accounts and their API developer forums. As a result of this incident, they have since launched http://status.foursquare.com/, and have promised to update @4sqsupport on a regular basis throughout the incident.
- Above all else, be authentic - This may be the biggest thing going for them.
Requirements:
- Start time and end time of the incident - Missing. All we know is that they were down for 11 hours. I don't see this as being critical in this case, but it would have been nice to have.
- Who/what was impacted - A bit vague, but the impression was that everyone was impacted.
- What went wrong - Extremely well done. I feel very informed, and can sympathize with the situation.
- Lessons learned - Again, extremely well done. I love the structure they used: What happened, What we’ll be doing differently – technically speaking, What we’re doing differently – in terms of process. Very effective.
Bonus:
- Details on the technologies involved - Yes!
- Answers to the Five Why's - No :(
- Human elements - heroic efforts, unfortunate coincidences, effective teamwork, etc - Yes!
- What others can learn from this experience - Yes!
Other takeaways:
- Foursquare launched a public heath status feed! Check it out at http://status.foursquare.com/.
- I really like the structure used in this postmortem. It has inspired me to want to create a basic template for postmortems. Stay tuned...
- Could this be Facebook's Friendster moment? I hope not. My personal project rely's completely on Foursquare.
- I've come to realize that for in most cases, downtime is less impactful to the long term success of a business than site performance. Downtime users understand and just try again later. Slowness eats away at you, you start to hate using the service and jump on an opportunity to use something more fun/fast/pleasant.
Going forward, the big question will be whether Foursquare maintains their new processes, keeps the status blog up to date, and can fix their scalability issues. I for one am rooting for them.
I am not sure whether this post is written by him as nobody else know such detailed about my difficulty. You are amazing, Thanks. free amazon gift card
ReplyDeleteI read this blog, thanks for sharing another great article.
ReplyDeleteslither io | wings io | science kombat | tank trouble 4
Coach 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
Thank you for your post, I look for such article along time, today i find it finally. this post give me lots of advise it is very useful for me
ReplyDeletewings.io | supermechs | wingsio | wingsio game | super mechs | wingsio | super mechs 2 | wingsio game
This comment has been removed by the author.
ReplyDeletefree xbox 360 gold codes
ReplyDeletexbox live free
Thank you so much admin is already providing the information to us and here we are sorry permission to share articles may be useful for all of you in particular who are looking for Cara mengatasi trigliserida tinggi
ReplyDeleteBandar Ceme
ReplyDeleteCeme Online
Bandar Ceme Online
Bandar Ceme Terpercaya
Domino Qiu Qiu
Bandar Ceme
ReplyDeleteBandar Ceme Online
Bandar Ceme Terpercaya
Ceme Online
Situs Bandar Ceme
99 Ceme
This article is really fantastic and thanks for sharing the valuable post.
ReplyDeletedescargar facebook gratis | descargar facebook | facebook descargar
Bandar Ceme
ReplyDeleteCeme Online
Ceme 99
Judi Ceme
Situs Ceme
Agen Ceme
Bandar Ceme Online
ReplyDeleteBandar Ceme Terpercaya
Judi Ceme Online
Judi Ceme Terpercaya
Situs Bandar Ceme
Ceme Online Terbaik
Ceme Online Terpercaya
I find your opinion quite interesting, but the other day I stumbled upon a completely different advice from another blogger, I need to think that one through, thanks for posting. Poker Online Indonesia
ReplyDeleteThanks, great post. I really like your point of view! Judi Poker
ReplyDeleteThat’s awesome! This post gives truly quality information. I love this post it very interesting and helpful for us, Thank for sharing all, Thank you so much. Poker Bonus Deposit Terbesar
ReplyDeleteThis is great, you are good, i like your post and i still waiting our next post
ReplyDeleteBandar Ceme
This comment has been removed by the author.
ReplyDeleteI love this post here is more information for us thanks for sharing with us.
ReplyDeleteEscorts Delhi
Your articles were very nice and full of information.
ReplyDeleteBoyaQQ
I like to seeing this helpful post.Thanks for your information! Keep sharing. Let me share this..
ReplyDeleteerp in chennai | erp providers chennai
Enchanted such an extraordinary add up to be here, a huge amount of accommodating data are here which is informative.i going to bookmark your site please keep posting.It's an unimaginable post.
ReplyDeleteHP Support Number UK
kobe shoes
ReplyDeletetrue religion outlet
kate spade handbags
coach outlet
birkenstock sandals
true religion outlet
nike free run 5.0
jordan shoes
polo shirts
toms wedges
hzx20170412
Website you manage very neat and not boring. I was really amazed by you. The contents of the article is very original. thanks for the work, may be a inpirasi for everything. obat maag kronis
ReplyDeleteVery Fantastic article, I really like your point of view!
ReplyDeleteGood Job And continue to make useful articles.
DominoHP.net Agen Poker Online Terpercaya
This is great, you are good, i like your post and i still waiting our next post
ReplyDeleteBandar Ceme
This is so interesting, I have never seen this before , Nice Post. Bandar Domino
ReplyDeletegreat post. I really like your point of view!
ReplyDeleteBandar Ceme
Really a nice content i am going to bookmark your site thanks
ReplyDeleteDomino QQ
This is impressive and also great information, This is excellent. Judi Domino
ReplyDeleteThis is really very nice blog and so informative, I would like to thank you for all the information you give. Domino 99
ReplyDeleteThanks, guys you always provide useful information through your articles
ReplyDeleteAgen Domino
ReplyDeleteAbsolutely really Amazing Articel and good point in there.
Thanks shared.
Dominoqiu
Nice Post, and good Information for this site.
ReplyDeleteThanks for shared!!
Dominoqq
Nice Post, and good Information for this site.
ReplyDeleteThanks for shared!!
Dominoqq
a given article is very interesting and very useful for me, thank you very much admin and pardon me permission to share the article here Obat kencing manis tradisional
ReplyDeleteThis is also a very good post which I really enjoyed reading. It is not everyday that I have the possibility to see something like this.
ReplyDeletelennyfacetext.com
Nice Post, and good Information for this site.
ReplyDeleteThanks for shared!!
Dominoqq
Thanks for posting, this is really amazing.
ReplyDeleteBandarQQ Online
Some of these information are really amazing. Thank you for giving me good information.
ReplyDeleteSitus BandarQQ
I would like to thank you for all the information you give. information your is useful to me.
ReplyDeleteBandarQQ Terpercaya
I truly value investigating and taking after your post as I discover them to a wonderful degree supportive and fascinating. This post is equivalently enlightening and
ReplyDeletemoreover enrapturing
Asus Support
Asus Helpline Number
You've created charming post, I am going to bookmark this page, thankful for data. I truly esteem your own specific position and I will make sure to return here
ReplyDeleteNorton Support Number
Norton Contact Number UK
I was working and suddenly I visits your site frequently and recommended it to me to read also. The writing style is superior and the content is relevant. Thanks for the insight you provide the readers!
ReplyDeletewww.baixar-whatsapp.com.br
imperial voyages travel and tour packages at cheapest price we provide all india tour packages at cheap and best price. tour operators in delhi
ReplyDeleteHello, its been a long time no to see a nice post about jasa pembuatan website like this before,
ReplyDeletethanks for this jasa pembuatan website profesional information,
I know well about jasa pembuatan website murah di jakarta,
so if you wanna have a good site you can visit my website http://jasabuatwebsite.info
you will see something new in that jasa website
I m so inspired when i see your article like my web jasabuatwebsite.info business, never forget about this
thanks a lot friends
thank you very useful information admin, and pardon me permission to share articles here may help :
ReplyDeleteObat kencing batu
Obat herbal ginjal bengkak
Obat limpa bengkak
Thank you for your information the post article viste along time # Fooglepackers.com
ReplyDeletehttp://www.fooglepackers.com/packersmoversnoida.html
http://www.fooglepackers.com/packersmoverspune.html
http://www.fooglepackers.com/packersmoversbangalore.html
http://www.fooglepackers.com/packersmoversgurgaon.html
Thank for more information the post article find everything for me # Foogle Packers Movers
ReplyDeletehttp://www.fooglepackers.com/packersmoverschennai.html
http://www.fooglepackers.com/packersmoversmumbai.html
http://www.fooglepackers.com/packersmovershyderabad.html
http://www.fooglepackers.com/packersmoversdelhi.html
Thanks for your information the quality of link is fine Very wonderful your article and review visit # Cheapest Packers
ReplyDeletepackers and movers in Delhi
packers and movers in Noida
packers and movers in Faridabad
packers and movers in Ghaziabad
packers and movers in Guwahati
very good article and useful once for my admin and pardon me permission to share articles herein may be useful and helpful Cara menyembuhkan hemoptisis
ReplyDeleteThank You for great article and choose us SuhuWeb.com jasa pembuatan website profesional Custom website designs with strategic insights to generate greater brand engagement, higher conversions and measurable results. visit us for your review article on http://suhuweb.com - Jasa pembuatan website murah. And dont forget ot visit jasa pembuatan toko online on https://filloshop.com
ReplyDeleteJual Obat Aborsi, Klinik Aborsi, Jual Obat Cytotec, Obat Aborsi, Obat Penggugur Kandungan
ReplyDeleteJual Cytotec Obat Aborsi Asli Obat Penggugur Kandungan
jual obat aborsi
Jual Obat Aborsi Alsi, Obat Penggugur Kandungan Aman, Jual Obat Aborsi Tuntas, Jual Obat Aborsi Ampuh
Jual Obat Aborsi, Obat Aborsi, Jual Obat Aborsi Asli Ampuh, Obat Penggugur Kandungan
Obat Aborsi, Obat Aborsi Manjur, Obat Penggugur Kandungan, Jual Obat Aborsi Ampuh
Obat Aborsi, Obat Aborsi Aman, Jual Obat Aborsi Cytotec Asli
Jual Cytotec Obat Aborsi Obat Penggugur Kandungan
Call Girls in Mahipalpur
ReplyDeleteIf you have come from the West and you are captivated by the Asian beauty, in that case, we make sure that you get the best Call Girls in Aerocity to help you taste the Asian flavor in the best way. At Aerocity, we make sure that you are getting one heck of an experience with our girls. So, no matter whether it is official meeting or bachelor party, we are there for all your needs.
http://obat-aborsi99.com/uncategorized/jual-obat-aborsi-cytotec/
ReplyDeleteJual Cytotec Obat Aborsi, Obat Penggugur Kandungan & Janin,
jual obat aborsi kandungan
Jual Obat Aborsi, Obat Penggugur Kandungan, Jual Obat Aborsi Tuntas, Jual Obat Aborsi Ampuh
Jual Obat Aborsi, Obat Penggugur Kandungan Ampuh
http://aborsi-tuntas.com/2017/09/28/jual-obat-aborsi-bekasi/
ReplyDeletehttp://aborsi-tuntas.com/2017/09/28/jual-obat-aborsi-jakarta/
http://aborsi-tuntas.com/2017/09/28/jual-obat-aborsi-cytotec-di-bandung/
http://aborsi-tuntas.com/2017/10/06/obat-aborsi-di-jakarta/
http://aborsi-tuntas.com/2017/10/06/obat-aborsi-daerah-surabaya/
http://aborsi-tuntas.com/2017/10/06/obat-aborsi-malang-online/
http://aborsi-tuntas.com/2017/10/06/jual-obat-aborsi-bergaransi-di-serang
This blog is so nice to me. I will continue to come here again and again. Visit my link as well. Good luck
ReplyDeletecara menggugurkan kandungan
cara menggugurkan kandungan
obat penggugur kandungan
articles that are very good and for the future I hope your article more useful thanks again.
ReplyDeletegadispoker
nice post raja poker
ReplyDeletePackers And Movers Navi Mumbai To Hyderabad
ReplyDeletePackers And Movers Hyderabad To Mumbai
Packers And Movers Hyderabad To Pune
Packers And Movers Hyderabad To Bangalore
Packers And Movers Hyderabad To Chennai
Packers And Movers Chennai To Bangalore
Packers And Movers Chennai To Hyderabad
Packers And Movers Chennai To Pune
Packers And Movers Chennai To Mumbai
Packers And Movers Mumbai To Bangalore
An excellent information provided thanks for all the information i must say great efforts made by you. thanks a lot for all the information you provided.
ReplyDeletehttp://word-cookies-answers.com
Get Periods Immediately How to Get Periods Immediately In One Day Natural Home Remedies 2018
ReplyDelete