Crisis Communication Webinar
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Transcript of Crisis Communication Webinar
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Crisis Communication Breakdown
Lessons Learned at VictorOps
Michael Merideth, VictorOpsBlake Thorne, StatusPage.io
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Crisis Communications at VictorOps
One Goal: Keep Our Brand
Promise
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The Beginner’s Path
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Our Process: A Work in Progress
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Crisis Communication is Scary!
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Not Communicating is Worse!
“Nature abhors a vacuum”-Aristotle
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Honesty Pays Dividends
“I cannot tell a lie…”
-Teddy Roosevelt
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It Takes Buy-In At All Levels
DevOps can’t just go it alone
Every business function has something to contribute
Messaging needs to be accurate, but also accessible
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Agree on When, and How Often
Generally: Communicate as soon as possible
Some issues need to be contained before they become public
Set a regular cadence for updates
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Agree on What Gets Communicated
Help your users make intelligent choices and you’ll like their decisions better
Provide context and realistic ETAs
Use Incident Templates to ease messaging
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Agree on Who Manages the Message
Speak with a single, consistent voice
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Agree on Where the Message is Shared
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VictorOps’ Cross-Functional CC Team
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Crisis Communication Training and Certification
Institute For Crisis Management:http://crisisconsultant.com/
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Non-Disruptive Crisis Communication
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The CC Process can Help During the Firefight
Context
InsightData
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Applied DevOps: Retrospect on the CC Process
•What went well?•What could have gone better?•Action items:•Continue doing…•Stop doing...•Start doing...
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Applied DevOps: X-Functional Post-Mortems
What was the technical impact?
What was the business impact?
What was the reputational impact?
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Applied DevOps: The VO Toolset
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Key Takeaways• Your failures will become public
• Who controls when and how the information gets out: you, or someone else?
• Having a plan makes crisis communication less of a burden on the people fighting the fire
• Doing it right will build trust and loyalty with your users