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Last updated on 2024年7月19日

Your network is down unexpectedly. How do you ensure stakeholders stay informed and engaged?

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When your network goes down unexpectedly, it's a critical situation that can impact every aspect of your business operations. As someone responsible for IT Operations Management, your first priority is to address the technical issues. However, equally important is ensuring that stakeholders are kept informed and engaged throughout the incident. Communication is key to maintaining trust and managing expectations during downtime. By being proactive and transparent, you can help mitigate concerns and maintain a positive relationship with those affected by the outage.

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1 Initial Alert

At the first sign of network trouble, it's crucial to alert stakeholders promptly. Use an established communication channel , like email or a messaging app, to send a brief message acknowledging the issue. This message should include the fact that the network is down, confirmation that the problem is being investigated, and an initial estimate of when you'll provide more information. Quick acknowledgment helps prevent a flood of inquiries and shows that you are on top of the situation.

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Bostjan Gspan
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Experience has taught me that connectivity will fail occasionally therefore key contact data should be kept on paper. With available contact data of the key stakeholders we just need to discover how far back into the history we must reach to get a working communication channel. The usual communication plan for high impact incidents with frequency, audiences and content will be executed from then onwards (with needed adaptations to the available communication channels). Question vaguely defines "network down" condition. For instance, organizations which use public cloud SaaS for communication might use a mobile telephony connectivity for endpoints to reach public cloud services and carry on communication nearly as usual.

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Nicolas Osmundo

Dynamics 365 Solution Architect | Power platform | LLM & AI Specialist | Technology Speaker
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Assim que a falha na rede for identificada, informe imediatamente todas as partes interessadas sobre o problema. Utilize todos os canais disponíveis, como e-mail, mensagens de texto e redes sociais, para garantir que a mensagem chegue a todos. Forne?a uma descri??o clara do problema, o impacto esperado e qualquer informa??o sobre a equipe responsável pela resolu??o.

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2 Situation Update

Once you have more information about the outage, provide stakeholders with an update. This should be more detailed than the initial alert, explaining the cause of the network downtime if known, what steps are being taken to resolve it, and any workarounds or temporary solutions in place. It's important to be as accurate as possible without getting too technical, so stakeholders understand the situation without being overwhelmed by jargon.

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3 Action Plan

Stakeholders will want to know how you plan to resolve the issue. Outline your action plan in clear, concise terms. This includes the steps your IT team is taking to restore network functionality, any external assistance you're utilizing, and the expected timeline for resolution . Providing a clear plan can reassure stakeholders that there is a path forward and that their concerns are being addressed.

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Nicolas Osmundo

Dynamics 365 Solution Architect | Power platform | LLM & AI Specialist | Technology Speaker
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Desenvolva um plano de contingência para situa??es como essa, incluindo canais alternativos de comunica??o e suporte. Ofere?a formas alternativas para as partes interessadas se conectarem ou obterem suporte, como números de telefone de emergência ou plataformas temporárias. Garanta que a equipe de suporte esteja disponível para responder a perguntas e fornecer assistência enquanto a rede está fora do ar.

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4 Regular Updates

It's essential to keep the information flowing with regular updates. Depending on the severity and duration of the network outage, you might need to send hourly or daily communications. These updates should summarize any progress made, changes in the expected resolution time, and any additional steps stakeholders need to take. Consistent updates prevent misinformation and reduce frustration by keeping everyone in the loop.

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5 Q&A Sessions

Organize question-and-answer sessions to allow stakeholders to voice their concerns and get direct responses from your IT team. These can be virtual meetings or dedicated communication channels where questions can be submitted and answered in real time. Such sessions demonstrate your commitment to transparency and provide an opportunity to address specific worries or misconceptions about the network outage.

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6 Feedback Loop

Finally, establish a feedback loop that encourages stakeholders to share their experiences and suggestions related to the network outage. This can be done through surveys or an open forum. Collecting feedback helps you understand the impact of the outage on different parts of your organization and can lead to improvements in your incident response plan for future occurrences.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your network is down unexpectedly. How do you ensure stakeholders stay informed and engaged?

1

2

3

4

5

6

7

1 Initial Alert

2 Situation Update

3 Action Plan

4 Regular Updates

5 Q&A Sessions

6 Feedback Loop

7 Here’s what else to consider

IT Operations Management

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Your network is down unexpectedly. How do you ensure stakeholders stay informed and engaged?

1

2

3

4

5

6

7

1 Initial Alert

2 Situation Update

3 Action Plan

4 Regular Updates

5 Q&A Sessions

6 Feedback Loop

7 Here’s what else to consider

IT Operations Management

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