Transcript of Status updates
- 1. Keeping the campus community informed Status Updates Shawn
Plummer Laurie Fox
- 2. State University of New York Geneseo Located in the historic
village of Geneseo in the upstate Finger Lakes region, the State
University of New York at Geneseo is a premier public liberal arts
college with a rich tradition of academic excellence. We are
dedicated to developing socially responsible citizens with skills
and values for a productive life.
- 3. System Monitoring Look at all the pretty lights
- 4. Posting Status Messages
- 5. Be Brief
- 6. But give enough detail
- 7. But not too much detail
- 8. Avoid being to alarming
- 9. Try to keep it simple
- 10. Let people know when
- 11. Communication Timeline Establish when you will communicate
again Stick to the schedule, even if you have nothing to report If
you dont your customers will wonder.
- 12. Rules for posting a status message Be specific about what
is impacted Be specific about when things are impacted Put it in
simple language Put the most important information first Respect
your users and front line staff
- 13. Informing the Campus Tips to Better Communicate
- 14. Tips to better communicate Automatically subscribe select
users to the status system, including all technical staff and
student employees of the department. Encourage all department
chairs and secretaries to subscribe to the status system to receive
updates during outages. Search for mentions of the services that
are impacted during the emergency to respond to random mentions on
social media. Engage customers via Twitter and email when there are
problems and link to status posts. This increases the awareness of
your status system and Twitter feed.
- 15. This is not a drill What if your electronic communication
systems are not working?
- 16. Communication During an Outage What do you when the
unexpected happens
- 17. Not all outages are equal
- 18. Initial Stages of Outage Initial communication Scope Impact
Duration http://gunshowcomic.com/648
- 19. Roles People Fixing the problem Incident Commander Incident
Communication Liaison
http://www.fema.gov/national-incident-management-system
https://blog.heroku.com/archives/2014/5/9/incident-response-at-heroku
http://en.wikipedia.org/wiki/Incident_Command_System
- 20. Timeline Move to a shared chat room Establish the IC/ICL
Post an Initial Status about the issue Determine Scope, Impact,
& Duration if Possible Coordinate the Response Mitigate the
Problem Manage On-Going Responses Post-incident Cleanup
Post-incident Follow-up
- 21. Information Flow Get the burden of communication off the
people fixing it Ticket in ticket system with all parties
subscribed Importance of internal communication channel
(HipChat/Slack) Ideally your communication medium can also serve as
documentation medium
- 22. How does this all work for us?
- 23. Questions Shawn Plummer @splum6 Laurie Fox @RubyVixen