Part One: The calm before the storm

Planning and preparation: Pick your response team and get them ready to cope with an outage.

Chapter 1. People and Places →

Knowing who is involved in responding to a crisis, where they meet,...

Chapter 2. Communication Strategy →

It's important that your team know how and where to talk to one ano...

Chapter 3. Being the First to Know →

If your customers are having to tell you that your service is down,...

Part Two: Riding the waves

From first discovery through response and resolution, we show you how to communicate it best.

Chapter 4. Man your Battle Stations →

When things happen to your service, it's important that you bring t...

Chapter 5. Get the Word Out →

Now that your team understands what's going on, it's time to keep y...

Chapter 6. Writing the Perfect Notice →

Here are a bunch of simple rules to help you write the perfect stat...

Chapter 7. Dealing with Questions →

Just because you have a status page doesn't mean you can ignore dir...

Part Three: Dealing with the aftermath

Learning from your failures, explaining them properly, and making it up to your customers.

Chapter 8. What Went Wrong →

By doing so, you'll learn a great deal about your product, your bus...

Chapter 9. Writing a Post-mortem →

This is your chance to begin rebuilding trust with your customers, ...

Chapter 10. Compensating Customers →

Sometimes your best efforts fall short. No matter how well you hand...

The End

Written by Robert Rawlins and Robin Geall