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Last updated on 2024年8月3日

Your network is down during a critical project. How do you ensure stakeholders stay informed and engaged?

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Navigating a network outage during a critical project can be a daunting challenge. The key to managing such a crisis lies in swift and effective communication with stakeholders. When your telecommunications systems fail, the ripple effect can disrupt operations, erode trust, and potentially damage your project's success. To mitigate these risks, you need a clear strategy to keep stakeholders informed and engaged. This involves understanding their concerns, providing regular updates, and maintaining transparency throughout the resolution process. By prioritizing communication, you can maintain stakeholder confidence and navigate through the network downtime with minimal impact on your project's momentum.

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Kaoutar Esseroukh

Responsable de Production Expérimentée chez Rh?n'TELECOM
Oregbemi Moren

NRO Field Engineer | Site Supervisor | EHS Safety Supervisor
Muhammad Ishfaq

ITS Engineer | ELV Engineer | Electrical Engineer | Smart Cities | 7+ Years of Experience

1 Initial Response

Your immediate action when the network goes down is crucial. First, acknowledge the issue to all stakeholders, ensuring them that you're aware and actively working on a resolution. Communication channels like phone calls, text messages, or even social media can be alternatives when your primary email systems are down. It's essential to establish an alternative communication protocol beforehand so that when such incidents occur, everyone knows the drill. Keep messages clear and concise, focusing on the facts and the steps being taken to resolve the problem. This initial response sets the tone for subsequent communications and helps to manage expectations.

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Kaoutar Esseroukh

Responsable de Production Expérimentée chez Rh?n'TELECOM
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La gestion proactive des incidents repose sur une anticipation et une préparation minutieuses. La mise en place de solutions de secours prêtes à l’emploi et la communication d’un protocole de secours aux parties prenantes avant le début du projet sont essentielles. En cas d’incident, un diagnostic détaillé suivi d’un plan d’action clair et bien communiqué permet de minimiser l’impact, de maintenir la confiance des parties prenantes et de garantir la continuité du projet. Cette approche proactive et bien structurée renforce la résilience de l’organisation, assurant ainsi que les objectifs du projet peuvent être atteints même en situation de crise.

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Oregbemi Moren

NRO Field Engineer | Site Supervisor | EHS Safety Supervisor
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Firstly, Informing stakeholders as soon as the issue was detected to manage expectations and ensure transparency. Providing scheduled updates to keep stakeholders informed about the progress and reduce anxiety. Establishing real-time communication channels for stakeholders to ask questions and receive immediate answers. Allocating top technical resources immediately to address the problem swiftly. Discussing and implementing contingency plans to minimize project delays and maintain confidence. Providing a detailed report post-resolution to reinforce transparency and demonstrate a commitment to continuous improvement.

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Muhammad Ishfaq

ITS Engineer | ELV Engineer | Electrical Engineer | Smart Cities | 7+ Years of Experience
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I will check the impact of the sites that went down due to the failure of the network. First, I analyzed the root casue of the issue then will make a plan for restoration and simultaneously informed the both parties for restoration of the network within the predefined timelines. Align a team and get it restore the network.

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Nayan J Sarma

Strategic Leadership | ISB | IIM-L | IT-BHU | Artificial Intelligence and Machine Learning | Gen-AI | Program Management and direction | Onshore-offshore Collaboration
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To keep stakeholders informed and engaged during a network outage, quickly notify them via alternative channels like phone or SMS, detailing the cause and expected duration. Use conference calls, mobile data, or messaging apps for regular updates. Send frequent status reports and provide an ETA for resolution. Outline workarounds and discuss any necessary deadline adjustments. Document all communications and update project plans accordingly. After the outage, review the impact and develop an improvement plan. Maintain engagement through Q&A sessions and a feedback loop. This ensures clear communication and proactive problem-solving.

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Raul Gerardo Perez Contreras

Administrador Senior de AIX y Linux en Indra
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Correcto lo primero que se debe realizar es validar el impacto de la falla, comprobar el estado de la red e informar a las partes involucradas lo más pronto posible que se está trabajando en una solucion

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2 Assess Impact

After initial notifications, assess the outage's impact on your project. Determine which deliverables or milestones are at risk and communicate these findings to stakeholders with transparency. This assessment should include an estimated timeframe for resolution , if possible. Your stakeholders will appreciate the forthright assessment, as it allows them to adjust their expectations and plans accordingly. Remember to keep technical jargon to a minimum; instead, explain the situation in terms stakeholders can easily understand. This helps in maintaining their trust and keeping them engaged in the recovery process.

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Vinicius C.

System Integration Intern | Estudante de Engenharia Elétrica- Telecom | UFJF | Engenheiros Sem Fronteiras - Núcleo Juiz de Fora
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Análise de Impacto: Realize uma análise rápida para determinar o impacto da inatividade da rede no projeto crítico. Identifique quais áreas e atividades do projeto s?o mais afetadas. Prioridade de Recupera??o: Defina as prioridades para a recupera??o com base na criticidade das fun??es afetadas.

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Jean Quirino Eduardo

Técnico em Tecnologia da Informa??o | Helpdesk | Servicedesk
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Determina??o dos Riscos: Avalie quais entregas ou marcos do projeto est?o em risco devido à interrup??o. Comunica??o Transparente: Informe às partes interessadas sobre o impacto identificado, incluindo um prazo estimado para resolu??o. Utilize uma linguagem clara e n?o técnica para facilitar a compreens?o.

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Jean-Pierre Reis

Especialista em Automa??o Industrial com experiência em redes e projetos.
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Análise do Incidente: Realize uma análise rápida para entender a extens?o do problema e quais sistemas e servi?os est?o afetados. Reuni?o com a Equipe de Projeto: Reúna a equipe de projeto para discutir o impacto direto nas entregas e nos prazos. Relatório de Impacto: Prepare um relatório detalhado sobre o impacto do incidente no projeto crítico, incluindo possíveis atrasos e riscos associados.

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3 Regular Updates

Consistency is key when it comes to updates. Establish a schedule for regular communications , whether hourly or daily, depending on the severity of the network outage. Use simple, non-technical language to convey progress, setbacks, or changes in the estimated time of resolution. These updates not only keep stakeholders in the loop but also demonstrate your commitment to transparency and accountability. Even if there's no new information, affirming that you're still working on the problem can be reassuring and helps to maintain engagement.

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Juan Carlos Barrera Gutiérrez

Ingeniero Electrónico | Gestión de Proyectos | Telecomunicaciones | Atención a Clientes | Operación y Mantenimiento | Call Center | Business Intelligence | Scrum | Lean Six Sigma
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Comunicar las actualizaciones del avance en la resolución de una falla es crucial por varias razones: 1. Transparencia y Confianza: Al mantener a los clientes o usuarios informados sobre el progreso, demuestras transparencia y construyes confianza. 2. Expectativas Claras: Proporcionar estimaciones del tiempo de resolución ayuda a los clientes a gestionar sus expectativas y planificar en consecuencia. 3. Reducción de la Incertidumbre: La incertidumbre puede generar molestias en los clientes. Las actualizaciones regulares reducen la inconformidad por lo que está sucediendo. 4. Feedback y Aprendizaje: Las actualizaciones también permiten recibir comentarios de los clientes. Si hay problemas adicionales, puedes ajustar tus acciones.

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Vinicius C.

System Integration Intern | Estudante de Engenharia Elétrica- Telecom | UFJF | Engenheiros Sem Fronteiras - Núcleo Juiz de Fora
(已编辑)
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Comunica??es Programadas: Estabele?a um cronograma para fornecer atualiza??es regulares sobre o status da resolu??o do problema. Garanta que essas atualiza??es sejam precisas e enviadas em intervalos regulares. Transparência: Mantenha a transparência sobre o progresso, dificuldades encontradas e o tempo estimado para a resolu??o.

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Jean-Pierre Reis

Especialista em Automa??o Industrial com experiência em redes e projetos.
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Comunica??es Programadas: Estabele?a um cronograma de atualiza??es regulares (ex.: a cada hora) e cumpra rigorosamente. Canal de Informa??o Centralizado: Utilize um canal centralizado (como um painel online ou um grupo de mensagens) para manter todos informados. Conteúdo das Atualiza??es: Inclua o status atual, as a??es tomadas, os progressos feitos e qualquer altera??o no tempo estimado de resolu??o.

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4 Manage Expectations

Managing expectations is an integral part of crisis communication. Provide realistic timelines and avoid making promises that may not be kept. If there are delays or complications, communicate these promptly and explain the reasons behind them. This approach builds trust and helps stakeholders understand that while the situation is unfortunate, it's being handled with professionalism and due diligence. It's better to under-promise and over-deliver than to set expectations too high and fall short.

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Vinicius C.

System Integration Intern | Estudante de Engenharia Elétrica- Telecom | UFJF | Engenheiros Sem Fronteiras - Núcleo Juiz de Fora
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Defina Expectativas Claras: Comunique claramente as expectativas sobre os tempos de inatividade, os passos sendo tomados para resolver o problema e as possíveis alternativas temporárias. Revis?o Contínua: Reavalie e ajuste as expectativas conforme necessário, com base na evolu??o da situa??o

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Jean-Pierre Reis

Especialista em Automa??o Industrial com experiência em redes e projetos.
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Transparência: Seja transparente sobre a gravidade do problema e os desafios que podem prolongar a resolu??o. Expectativas Realistas: Estabele?a expectativas realistas sobre quando o problema será resolvido e como isso pode afetar o cronograma do projeto. Empatia e Suporte: Demonstre empatia pela situa??o e ofere?a suporte às partes interessadas, ouvindo suas preocupa??es e respondendo às suas perguntas.

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5 Alternative Plans

When a network outage threatens to derail a project, having a backup plan is essential. Communicate any alternative strategies or workarounds that are being implemented to keep the project on track. This might include manual processes, using different software , or reallocating resources to unaffected areas of the project. Keeping stakeholders informed about these contingency plans not only shows that you're proactive but also keeps them engaged by illustrating your commitment to the project's continuity.

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Vinicius C.

System Integration Intern | Estudante de Engenharia Elétrica- Telecom | UFJF | Engenheiros Sem Fronteiras - Núcleo Juiz de Fora
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Desenvolva e implemente planos de contingência para manter a continuidade do projeto. Isso pode incluir o uso de redes de backup, métodos alternativos de comunica??o ou ajustes no cronograma do projeto. Recursos Temporários: Considere a aloca??o de recursos temporários para minimizar o impacto até que a rede seja restaurada.

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David Moleron Bermudez

Ingeniero de telecomunicaciones.
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Siempre es necesario tener plan B, aunque suene a topico. Se debe planificar todo bien, eso incluye planes de emergencia en momentos criticos que puedan llegar.

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Jean-Pierre Reis

Especialista em Automa??o Industrial com experiência em redes e projetos.
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Plano de Contingência: Desenvolva e comunique planos alternativos para manter o progresso do projeto, como trabalhar offline ou em outras tarefas n?o dependentes da rede. Recursos Adicionais: Considere alocar recursos adicionais para ajudar a mitigar os impactos e acelerar a recupera??o. Backup e Recupera??o: Certifique-se de que os backups est?o atualizados e prontos para uso caso sejam necessários.

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6 Engage Stakeholders

Lastly, actively engage your stakeholders by seeking their input and offering them a role in the resolution process. This can be as simple as asking for their patience or as involved as requesting specific actions from them to mitigate the impact of the outage. By involving them, you create a sense of shared responsibility and community . It also provides them with a channel to voice their concerns or offer solutions, which can be invaluable during a crisis.

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Jean-Pierre Reis

Especialista em Automa??o Industrial com experiência em redes e projetos.
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Reuni?es Frequentes: Organize reuni?es frequentes com as partes interessadas para discutir o progresso da resolu??o do problema e ajustar planos conforme necessário. Feedback Contínuo: Solicite feedback contínuo das partes interessadas para garantir que suas preocupa??es est?o sendo abordadas. Comunica??o Bidirecional: Mantenha uma comunica??o bidirecional aberta, permitindo que as partes interessadas fa?am perguntas e forne?am sugest?es.

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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 during a critical project. How do you ensure stakeholders stay informed and engaged?

1

2

3

4

5

6

7

1 Initial Response

2 Assess Impact

3 Regular Updates

4 Manage Expectations

5 Alternative Plans

6 Engage Stakeholders

7 Here’s what else to consider

Telecommunications Systems

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Your network is down during a critical project. How do you ensure stakeholders stay informed and engaged?

1

2

3

4

5

6

7

1 Initial Response

2 Assess Impact

3 Regular Updates

4 Manage Expectations

5 Alternative Plans

6 Engage Stakeholders

7 Here’s what else to consider

Telecommunications Systems

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