A guideline for postmortem communication / archived / read-only

 
  • Prerequisites
    • Admit failure - Hiding downtime is no longer an option
    • Sound like a human - Do not use a standard template, do not apologize for "inconveniencing" us
    • Have a communication channel - Set up a process to handle incidents prior the event (e.g. public health dashboard, status blog, twitter account, etc.)
    • Above all else, be authentic - You must be believed to be heard
  • Requirements
    • Start time and end time of the incident
    • Who/what was impacted - Should I be worried about this incident?
    • What went wrong - What broke and how you fixed it (with insight into the root cause analysis process)
    • Lessons learned - What's being done to improve the situation for the future, in technology, process, and communication
  • Bonus
    • Details on the technologies involved
    • Answers to the Five Why's
    • Human elements - heroic efforts, unfortunate coincidences, effective teamwork, etc
    • What others can learn from this experience
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