Poor communication turns incidents into crises
Internal communication:
- Dedicated incident channel (Slack, Teams)
- Regular updates (every - min for SEV1)
- Clear status: investigating, identified, mitigating, resolved
External communication:
- Update status page promptly
- Be honest about impact
- Provide ETA if possible
- Follow up with post-mortem
What to communicate:
- What's happening (not technical details)
- Who's affected
- What you're doing about it
- When to expect next update
Interview question: "How do you communicate during a major outage?"
Regular updates, clear ownership, status page updated.