ZDNet’s IT Project Failures Blog has a great write up on how organisations have handled communications about major outages and have come out looking better.
7 tips for handling post-failure communications by ZDNet‘s Michael Krigsman — There are two parts to every technology failure: the issue itself and the difficult process of explaining the problem to unhappy customers. Although technical failures are unpredictable, end-user satisfaction is usually a function of management rather than technology. Given the high stakes, it’s important for all technology companies to develop an effective failure communication plan.