Reminds me of studies done by power companies on utility outage communication. http://www.emergencymgmt.com/emergency-blogs/crisis-comm/Why-everyone-should-stu

Reminds me of studies done by power companies on utility outage communication. http://www.emergencymgmt.com/emergency-blogs/crisis-comm/Why-everyone-should-study-010913.html http://www.emergencymgmt.com/emergency-blogs/crisis-comm/Why... http://www.tppa.com/events/2013/barrow.pdf http://www.tppa.com/events/2013/barrow.pdf Outage communication is a key driver of satisfaction - Outage communication drives approximately 55% of customer satisfaction for key account customers - Customers desire communication of estimated time of restoration - Customers desire ongoing follow up during the outage event - Customers desire communication of outage cause within 2 business days