1. 1. Keeping the campus community informed Status Updates Shawn Plummer Laurie Fox
2. 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. 3. System Monitoring Look at all the pretty lights
4. 4. Posting Status Messages
5. 5. Be Brief
6. 6. But give enough detail
7. 7. But not too much detail
8. 8. Avoid being to alarming
9. 9. Try to keep it simple
10. 10. Let people know when
11. 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. 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. 13. Informing the Campus Tips to Better Communicate
14. 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. 15. This is not a drill What if your electronic communication systems are not working?
16. 16. Communication During an Outage What do you when the unexpected happens
17. 17. Not all outages are equal
18. 18. Initial Stages of Outage Initial communication Scope Impact Duration http://gunshowcomic.com/648
19. 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. 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. 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. 22. How does this all work for us?
23. 23. Questions Shawn Plummer @splum6 Laurie Fox @RubyVixen