Comments on: Turn Downtime Into a Communication WIN http://www.searchenginepeople.com/blog/turn-downtime-into-a-communication-win.html Canada's Search and Social Media Authority Mon, 13 Feb 2012 17:01:05 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Cool Gifts http://www.searchenginepeople.com/blog/turn-downtime-into-a-communication-win.html#comment-9347 Cool Gifts Wed, 24 Jun 2009 21:33:37 +0000 http://www.searchenginepeople.com/?p=3574#comment-9347 I really think your "Don'ts" are spot on. As I was reading through those, I could think of exact examples where each of those have happened. I really believe it's important for companies to suck up their pride and admit that there was a problem. In times of crisis, it usually makes the customers for comfortable when the company can be as transparent as possible. I really think your "Don'ts" are spot on. As I was reading through those, I could think of exact examples where each of those have happened. I really believe it's important for companies to suck up their pride and admit that there was a problem. In times of crisis, it usually makes the customers for comfortable when the company can be as transparent as possible.

]]> By: SEO News Round Up for June 5, 2009 | The Adventures of SEO Boy http://www.searchenginepeople.com/blog/turn-downtime-into-a-communication-win.html#comment-9031 SEO News Round Up for June 5, 2009 | The Adventures of SEO Boy Fri, 05 Jun 2009 19:02:39 +0000 http://www.searchenginepeople.com/?p=3574#comment-9031 [...] Social media is a fantastic way to build connections and awareness, but you need to know how to use it to handle the bad as well as the good, and this series of cause-and-effect examples can show you [...] [...] Social media is a fantastic way to build connections and awareness, but you need to know how to use it to handle the bad as well as the good, and this series of cause-and-effect examples can show you [...]

]]> By: hendro http://www.searchenginepeople.com/blog/turn-downtime-into-a-communication-win.html#comment-9018 hendro Fri, 05 Jun 2009 03:44:35 +0000 http://www.searchenginepeople.com/?p=3574#comment-9018 Thanks for writing, I really enjoyed your latest post. Thanks for writing, I really enjoyed your latest post.

]]> By: David Locke http://www.searchenginepeople.com/blog/turn-downtime-into-a-communication-win.html#comment-9009 David Locke Wed, 03 Jun 2009 18:22:57 +0000 http://www.searchenginepeople.com/?p=3574#comment-9009 When people resolve the problem, they think they are done. Nope. Now, you need to fix the process that allowed the problem to be expressed on the production server. In the software world we call QC QA, so we never have to do QA. QA, quality assurance, isn't about fixing the bug, its about fixing the cause of the bug, which is always a process. QC is finding the bug. Maybe customers shouldn't stop talking about a bug until they are reassured that QA has been done to the underlying processes. The Twitter fails seem constant. They originate from a wide variety of issues/bugs some deliberate. The fix does let us get on with our work, but the constant fails don't let us trust. Trust is harder to achieve than random uptime. Trust requires qualtity assurance in the manufacturing sense of the word. When people resolve the problem, they think they are done. Nope. Now, you need to fix the process that allowed the problem to be expressed on the production server.

In the software world we call QC QA, so we never have to do QA. QA, quality assurance, isn't about fixing the bug, its about fixing the cause of the bug, which is always a process. QC is finding the bug.

Maybe customers shouldn't stop talking about a bug until they are reassured that QA has been done to the underlying processes.

The Twitter fails seem constant. They originate from a wide variety of issues/bugs some deliberate. The fix does let us get on with our work, but the constant fails don't let us trust. Trust is harder to achieve than random uptime. Trust requires qualtity assurance in the manufacturing sense of the word.

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