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