Thanks for the comment.

As I said above, more information is certainly key.

But surely you should be proactive when you have a serious outrage? By that I mean it shouldn’t be up to me to find out if there’s an outrage, you should be telling *me*. An email alert system would seem the logical solution – albeit one people could opt out of.

Russell

We also know we have some work to do to improve customer communication in times of crisis. When we’re faced with situations like Friday, we do our best to balance accuracy against speed, and make sure that we’re able to communicate clearly to customers just what’s happening, and to set expectations appropriately about the state of the service and their blogs.

As Mena posted last night on her blog, we’ve heard from our customers that we need make our communications channels simpler and easier to find. During Friday’s outage we pointed the error page that user’s received when they tried to log into the application to status.sixapart.com, and also used Everything TypePad to post updates throughout the day about the status of the outage. Yesterday afternoon we posted a more detailed recap of what happened, and we’ll be posting more information this week about how we plan to compensate customers for the outage.

Yet even with all this posting activity, we recognize that we need to do a better job of making that information easier to find. We are evaluating the best way to do that, and I sincerely appreciate hearing ideas about how we can make it better!