4 ms·

Why isn't this in your blog post? Or at least a separate "technical details" blog post linked from the announcement? When you have an incident, especially some

Why isn't this in your blog post? Or at least a separate "technical details" blog post linked from the announcement? When you have an incident, especially something that hurts your customers beyond just a service outage, you come clean, fast, and as completely transparent as possible.

skuhn 10y ago
[I work at imgix and have helped lead the team on the production issues we face and gathering the details for this blog post] We posted the blog post yesterday (Friday) afternoon, after getting the copy ready Thursday evening. Friday was spent acquiring the right customer e-mail list (a little harder than it sounds and something to improve in the future) and taking one last pass over the post (among other tasks we're all doing to actually operate the service, communicate to individual customers, etc.). It's super important to be open and honest and fast in your response, but it's also important to communicate correctly. The post in its current form is meant to be transparent and apologetic but also show that positive steps have been taken and results are being seen now. If we missed the mark on transparency, or honesty, or the hints of positivity, it wouldn't have been the right message for where we truly are at today. I'm completely open to writing a more in-depth technical post, but that would have compromised our timing to get this post out on Friday. That's why we went with the post in its current form -- anything else would have taken longer to get to our customers. It's something that I'll think about more this coming week and hopefully get out soon.
mcherm 10y ago
> When you have an incident, especially something that hurts your customers Beyond just a service outage, you come clean, fast, and as completely transparent as possible. Isn't that precisely what they are doing here? This looks to me like a case of a company doing an excellent job of clearly communicating about an incident, at least from the point where the post was first published.

skuhn 10y ago

[I work at imgix and have helped lead the team on the production issues we face and gathering the details for this blog post] We posted the blog post yesterday (Friday) afternoon, after getting the copy ready Thursday evening. Friday was spent acquiring the right customer e-mail list (a little harder than it sounds and something to improve in the future) and taking one last pass over the post (among other tasks we're all doing to actually operate the service, communicate to individual customers, etc.). It's super important to be open and honest and fast in your response, but it's also important to communicate correctly. The post in its current form is meant to be transparent and apologetic but also show that positive steps have been taken and results are being seen now. If we missed the mark on transparency, or honesty, or the hints of positivity, it wouldn't have been the right message for where we truly are at today. I'm completely open to writing a more in-depth technical post, but that would have compromised our timing to get this post out on Friday. That's why we went with the post in its current form -- anything else would have taken longer to get to our customers. It's something that I'll think about more this coming week and hopefully get out soon.

mcherm 10y ago

> When you have an incident, especially something that hurts your customers Beyond just a service outage, you come clean, fast, and as completely transparent as possible. Isn't that precisely what they are doing here? This looks to me like a case of a company doing an excellent job of clearly communicating about an incident, at least from the point where the post was first published.