To that end, consider using or creating a dedicated status page or Google Group that provides an overall health of the systems involved in the event and links to additional details, such as relevant monitoring and/or logging consoles. Communication should be as unambiguous as possible, and having to clarify that you were referring to your local time zone rather than the next oncaller's when describing an event you're handing over adds confusion and possible delays in response.Īnother critical component of communication is enabling people to get the information they need without having to ask others. One specific recommendation is to standardize date/time formats in all communication - this is especially important if your team is distributed across multiple time zones. Consider backup plans for each - what will you do if your selected chat platform experiences an outage, for example? These expectations should be as clear and straightforward as possible so that there is no confusion, especially if you have to manage an incident during an already stressful time. chat channels, conference bridges, etc.) and how folks will be able to communicate one-on-one should direct escalation or clarification be necessary. Specify both group- and team-wide communication expectations (i.e. Communicationįirst, determine the exact communication tools and approaches you will use both during normal event management and when you shift to emergency or incident response. Remember that any communications may incur delays - it won't be possible to simply walk over to your teammate's desk and ask them a question. Start preparing to manage what is often the largest and most important event of the year for your business by ensuring that all information that may be necessary during the event is easily available, clearly documented, and quickly accessible by all members of the war room. Step 1: Preparing for the event Gather important information These best practices will help teams navigate consumer behavior uncertainty this season and the corresponding system demands to provide continuous uptime and exceptional customer experience. We want customers to make sure their response to such an important peak event is as responsive and efficient as it has been in past years. We’ve created guidance for preparing, running, and evaluating Black Friday/Cyber Monday and an extended holiday season virtual war room. Google has been running virtual war rooms for many years when conducting large product launches, incident responses, and our own Black Friday/Cyber Monday activities. The good news is this has been done before.
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