Decision Walk: Communicate During an Outage
Choose outage communication that addresses customer impact, recovery path, and uncertainty.
Incident room The platform is degraded, but customers are missing payroll cutoff windows. The customer's job is time-bound and the recovery clock is visible. Outage lens Impact -> Action -> Next update Use VoC to name the customer impact, then provide the next useful action and the next reliable communication time. System status only Technically true, customer-useless Customers can make decisions during uncertainty. Useful incident updates reduce customer uncertainty, not just internal liability. First update Step 1 Engineering confirms degradation but no root cause yet. What do you publish? Workaround Step 2 Support has a manual export path for payroll…
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