For the last couple of days, the company that hosts my dmargulis.com domain has been undergoing a distributed denial of service attack. Needless to say, this threw their thousands of hosted customers into a general state of agitation. Add to that the fact that their service ticket system runs on their own servers and that there is no way to contact the company by telephone, and you have a potential customer dissatisfaction nightmare.
But they got out in front of the issue with spot-on technical communication. Then sent an email (from outside their network) to customers pointing them to an emergency status page they set up (outside their network, so it would be available) and then they kept that status page updated. See http://daspstatus.com/ for an example of thinking on your feet in an emergency and keeping customers apprised of what's going on. Dick http://ampersandvirgule.blogspot.com/ PS: To those of you who advocate hosting your blog on your own domain instead of blogspot, etc., this incident provides a good reason not to do that. ______________________________________________ Author Help files and create printed documentation with Doc-To-Help. New release adds Team Authoring Support, enhanced Web-based help technology and PDF output. Learn more at www.doctohelp.com/tcp. Interactive 3D Documentation Parts catalogs, animated instructions, and more. www.i3deverywhere.com _______________________________________________ Technical Communication Professionals Post a message to the list: email [EMAIL PROTECTED] Subscribe, unsubscribe, archives, account options, list info: http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com Subscribe (email): send a blank message to [EMAIL PROTECTED] Unsubscribe (email): send a blank message to [EMAIL PROTECTED] Need help? Contact [EMAIL PROTECTED] Get the TCP whole experience! http://www.techcommpros.com
