At the IT Communicators meeting at EDUCAUSE there was a brief discussion on how much to communicate regarding outages, and how soon. There was also a discussion on practices for communicating what is being done so it does not
I am including an example of one I think is pretty good. This is from our LMS Vendor Canvas by Instructure. Our LMS is a Cloud Application, and our traffic to it from our school flows overInternet 2. There was a problem with
the Internet2 to AWS.
During the actual incident, they will send out periodic short emails, to give an update.
The one I have included below is the follow-up detailed message they send out usually the next day after they have had a chance to debrief and figure out a plan of preventing future problems. Even though the issue was not with
their system (it was network related) they took the...