We have a lot of people that want to know when our big apps go down. If an ordering app, for example, goes down and it impacts customers, we have a list of 4,000 people that want to know about it. We send them email templates we call Service Disruption Messages.
We get a lot of feedback on them - too technical, not technial enough, doesn't speak to what we need to do, is too scary, etc.
Does your organization have a similar major incident messaging system? Or do you not use email? What do your messages look like? Who is responsible for the text of them?
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An open discussion on issues related directly or primarily to the service or help desk.
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