What to Tell a Client During a Website Outage — Templates
What to Tell a Client During a Website Outage: Templates A useful outage message tells the client what is affected, what users can still do, what the agency is doing, any safe workaround, and when the next update will arrive. It separates confirmed facts from hypotheses and never waits for a root cause before acknowledging material impact. The agency should appoint one communications owner.…
When informing a client about a website outage, it is crucial to provide concise and clear information. The message should clearly state what is affected, what users can still access, what the agency is doing to resolve the issue, any safe workarounds available, and when the next update will be available. Remember to differentiate confirmed facts from assumptions and provide updates without waiting for a root cause.
One person should be designated as the communications owner to ensure consistent updates across various channels.
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