Mastering Incident Communications
summary
Support teams act as the primary customer liaisons and must craft public messages using tools like PagerDuty, Jira, Slack, status pages and ticketing integrations. Initial customer notification posts initial message within five minutes, then a follow up about customer impact roughly five minutes later, with updates every 20 minutes during the early hours. Declare long incident = >2 hours and reduce frequency, rotate liaison roles, use templated messages, provide start time, affected services, symptoms, where to get more info, and confirm recovery and data-loss status.
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chapters (17)
- 0:00Introduction and speaker intro
- 1:23Mom’s Facebook outage story
- 3:30Gap between teams and customers
- 4:32Roles in incident response
- 6:16Internal stakeholder communications
- 8:00Building a communication foundation
- 10:25Working with customer teams
- 12:30Assembling a toolkit for liaisons
- 13:52Defining incident communication criteria
- 15:22Customer-facing updates process
- 17:49Crafting clear customer messages
- 18:10Initial incident communication
- 19:11Follow-up updates and frequency
- 20:37Long-running incident handling
- 21:40Resolution and final updates
- 22:41Next steps and maturity
- 24:53Q&A on incident severity
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