Mastering incident communication
summary
Outlines a repeatable incident comms process used at PagerDuty: assign a customer liaison (can be split into customer and internal liaisons), pull live signals from Slack, Zendesk/Salesforce and PagerDuty, and post an initial post within 5 minutes that says only “investigating.” Scope update by ~10 minutes, then 20-minute cadence for the first two hours, switching to reduced cadence after 2+ hours. Use templates, a sandbox status page, game-day practice, and support-driven aggregation of customer reports to prioritize SLAs.
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chapters (7)
- 0:00Introduction and speaker background
- 3:38Customer communication gap in incidents
- 10:59Building incident communication foundations
- 19:51Crafting customer-facing incident updates
- 26:33Update cadence and long-running incidents
- 30:23Resolution and post-incident steps
- 33:52Q&A session
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