Status updating

Posted by / 11-Feb-2020 12:21

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.

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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.

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