Incident postmortems: customer communication
How do we learn from incidents, and how do we rebuild customer trust after an incident? Customer-facing postmortems are critical to this, but they have to answer the right questions. » about 700 words
What went wrong
If I’m lucky, the only reason I get a phone call before 7am is because somebody on the east coast forgot about the timezones between them and me. The alternative is almost always bad news. » about 900 words