#communication
grep -l "communication" /portfolio/* · 2 entriesUpdates on a clock, not when there's news
Customers during an incident judged us by how often they heard from us. A fixed update schedule turned that into something the team could keep.
Keeping a customer calm through a three-day incident
The technical fix took three days. What kept the customer on side was a fixed update schedule and a timeline they could forward to their bosses.