Digital services are at the backbone of the modern business world. They are a significant component of customer service, decision-making, operations, communication, marketing, and just about every business process. The age of technology offers cost savings, increased efficiency, and a competitive edge; however, it also involves risks, including major outages.

When a major outage occurs, stakeholders look to IT departments for accountability and responsibility. After all, these departments are responsible for selecting and ensuring the proper functioning of tech products. When an outage happens, they’re left holding the bag.

Shifting blame is not the best tactic. Instead, companies that can handle these situations with transparency will quickly rebuild their reputations.

Transparent Communication is Key

Transparent communication is the best way to rebuild trust with stakeholders. Leaders must promptly address the problem through all channels, explain what is being done, provide reasoning if possible, and offer solutions. They should also provide frequent updates, keeping stakeholders informed about progress and the expected resolution time.

Avoid Shifting Blame

Outages are rarely the sole responsibility of any one organization. They may be using a third-party system that fails due to matters beyond their control. However, they are ultimately responsible for their business and the technology choices they have made.

While it can be helpful to point out the underlying issues that led to the outage, companies should avoid shifting the blame. Doing so makes them seem unprofessional, and it could lead to bad vendor relations.

Demonstrate Vulnerability

Executives are often seen as powerful and invulnerable, and they may want to maintain that image in public. However, doing so in this situation can make you appear unfeeling.

Leaders should demonstrate vulnerability, acknowledging that they are not perfect. They should also take an empathetic stance on what’s happening, citing how the outage may affect other parties, and ensuring that stakeholders are aware that the company is doing everything possible to resolve the issue.

Provide Solutions

When an outage occurs, a company’s primary goal is to get back online and restore services. However, they should also consider alternative solutions. Perhaps they can establish an alternate server online or devise a system that minimizes disruptions during the outage period.

Companies should inform stakeholders about potential solutions, allowing them to determine the best course of action moving forward.

Connect with Everyone on All Channels

An outage can affect multiple stakeholders- customers, employees, board members, and investors. Ensure they all receive progress updates.

Companies typically utilize multiple channels to connect with stakeholders, including social media, email, blogs, and their website. Ensure updates are distributed across all channels so no one misses the latest news.

Reassurance in the Aftermath

Even after systems have returned to normal, you may still have a difficult time regaining trust. Once servers are online, utilize any available media to reassure stakeholders that similar incidents are unlikely to recur. Explain the steps you have taken to mitigate risks.

Avoiding Outages

Outages may occur, and the best strategy is to handle them effectively. However, companies should also take steps to prevent outages from happening in the first place. Here are some possible solutions.

• Regular Backups: Backups don’t prevent outages, but they ensure you can access your data quickly in the event of corruption or loss. Back up data frequently for optimal results.
• Migrate to the Cloud: The cloud does not offer specific guarantees of uptime, but it ensures your architecture runs smoothly and provides safeguards. Many providers also offer automated backups, so you don’t need to be concerned about losing data.
• Use Multi-Instances: Multi-instances can be integrated as containers with orchestration software. When kept in clusters, you can keep parts of your systems operating when others fail. They also offer zero-time deployments, allowing you to get systems up and running quickly.
• Utilizing Optimal Cybersecurity: Outages often occur due to security issues. Organizations with optimal cybersecurity can avoid these issues. While companies can integrate internal security, they may also consider partnering with a third-party expert. Regular audits can also help companies identify and address vulnerabilities.
• Monitor and Update Systems: Both hardware and software require regular maintenance to ensure optimal performance. Software must be updated to the latest security standards and functionalities. Hardware may need to be switched out to avoid repair issues that lead to downtime.

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