I’d like to share what I’ve learned, as both a service provider and a customer, in the hopes that it helps you avoid some of the quicksand I’ve stepped into or the bad customer experiences I’ve had.
Good status updates during outages or incidents require a delicate balance of several factors.
This might sound like nothing more than grammar nitpicking, but again, customers will read between the lines of a wordy or vague status update message.
As Founder and CEO of a Saa S platform for database performance management, Vivid Cortex, I know the power of a great status update to build or destroy trust.I haven’t always done a great job with our own status updates at Vivid Cortex, and that’s been a learning experience for me too.Unfortunately, although there’s a lot of guidance and examples on how to conduct and write good postmortems, there doesn’t seem to be much about service status update messages.Unfortunately, I see more bad status updates than good ones.It’s a shame, really, because a bad status update can be worse than doing nothing at all.
That’s an instant signal of avoidance to customers, intentional or not. The following words and phrases are always replaceable by better ones, or can just be deleted without replacement: implement, utilize, employ, assist, make use of, in order to, and facilitate.