That's a false dichotomy. Communication and coordination are important parts of incident response. Key engineers shouldn't be doing either. If an org doesn't h

That's a false dichotomy. Communication and coordination are important parts of incident response. Key engineers shouldn't be doing either. If an org doesn't have dedicated people to communicate with their customers and triage support during an outage -- especially one where a facility loses power -- they're doing something wrong. When I was in a support role, I stayed up all night with the engineers during planned maintenance to answer questions, respond to tweets, &c. And if things went pear shaped, I'd already be up to speed.