Hey, I'm Shannon from Status Page. I'm so happy to have you joining me to create your own instant communication plan. This is video three of four of our workshop series. You've already watched some of our other videos in this workshop series, great! If not, no worries. You can watch in whichever order you like, but we do recommend checking out all four to create a more comprehensive comms plan. In this video, I'll go over the elements that make up good incident communication. Then, I'll help you create time-saving templates so you can get clear and accurate updates out without stress or writer's block getting in your way. We'll also briefly discuss what channels you should use to get the message out. If you haven't done so already, click to download a worksheet that you can use throughout each video in this series. The goal is to start documenting an instant communication plan that you can take back to your teams. We recommend keeping this as a living document that you can continue to build out. You'll be happy to have it handy next time something goes wrong. To kick things off, let's take a look at some examples of what we've identified as both good and not-so-good incident communication from updates we've seen out in the wild. Let's take a look at the first update. Any ideas why this isn't ideal? "This incident has been resolved, posted at 15:07 Pacific Time. We are currently investigating an issue that will cause some events to be delayed in the logs tab or events API, hosted at 9:47 Pacific Time." What we're calling out here is a five-hour gap in updates. This is way too long to leave customers in the dark for, and this is what can happen when customers get frustrated by...
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