孤独求学人

Incident communication tips 事件沟通技巧

2024-10-15 杜世伟 Message

How you respond during an incident is critical. Keep these 5 tips in mind as you communicate about incidents.
在事件发生时如何应对至关重要。在沟通事件时，请牢记以下 5 个技巧。

1. Communicate early 
尽早沟通

Quickly acknowledge the issue, briefly summarize the known impact, promise further updates and, if you’re able, alleviate any concerns about security or data loss.
快速确认问题，简要总结已知影响，承诺进一步更新，如果可以，缓解对安全或数据丢失的任何担忧。


2. Communicate often
经常沟通

Provide updates every 30 minutes (or whatever cadence is appropriate for the situation) to keep users out of the dark until resolution.
每 30 分钟提供一次更新（或以适合情况的任何节奏），让用户在问题解决之前不会蒙在鼓里。


3. Communicate precisely
准确沟通

When it comes to incident updates, honesty, clarity, and transparency is key. Make sure to explain the issue and how it impacts different stakeholders in layman’s terms.
在事件更新方面，诚实、清晰和透明是关键。确保用外行人能理解的语言解释问题及其对不同利益相关者的影响。


4. Stay consistent across channels
保持跨渠道一致性

Make sure you are delivering consistent (and relevant) updates across all communication channels you are using (Twitter, email, Statuspage, etc).
确保在您使用的所有沟通渠道（Twitter、电子邮件、Statuspage 等）上提供一致（且相关）的更新。


5. Own the problem
承认问题

While an incident may technically be caused by another provider, in your customers' eyes, it’s a problem with your service. Own the problem and show understanding for how your customers may feel. Show empathy, and apologize when necessary.

虽然从技术上讲，事件可能是由其他提供商引起的，但在客户眼中，这是您的服务存在问题。承认问题所在，并理解客户的感受。表现出同理心，必要时道歉。

link:https://support.atlassian.com/statuspage/docs/incident-communication-tips/