Posts Tagged ‘communication’

  

Bad News Early

For a software development project, when is the best time to communicate to stakeholders bad news like having insufficient budget or schedule? From the behaviors I have observed of some managers and leads, their answer would seem to be “never” – upon learning bad news they hope things will turn out in the end and […]

Deficient Outage Communication by the Alberta Government

Citizens of the province of Alberta, Canada experienced a rare event this summer when a major data center in the City of Calgary experienced a multi-day outage due to a fire. Many I.T. services provided by the Government of Alberta and taxpayer-funded organizations such as Alberta Health Services were hosted in this data center and […]

Avoiding Outrage Over Outages

When outages – also known as service disruptions – happen to I.T. services, the response from the organization providing the service is the most important factor in determining the level of outrage felt by consumers of the service. Responses can be grouped into three main categories inspired by ITIL: Incident Communication: The information provided to […]