How To Communicate with Customers
Customers understand that incidents happen, but they'll want information and updates when their service is disrupted. So make sure you have a clear plan on how to get clear and concise information to your impacted users when it matters the most.
How to Talk Incident Management with Non-Engineers
Managing incidents goes beyond the engineering organization, so it's important that there's a plan for how to share information outside of the responding team - especially to non-technical team members who are customer-facing.