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I agree with many of your points and appreciate your technical assessment of the actual post-mortem aspect, but your first comment seems particularly nit picky.
by kkitay 13y ago
I agree with many of your points and appreciate your technical assessment of the actual post-mortem aspect, but your first comment seems particularly nit picky. It's a growing trend that when a company or person fucks up, we expect a big, grandiose, sobbing apology (and when they don't, we blow a gasket - a la Snapchat).
Now, I'm not saying that I don't expect companies to be forthright and take ownership of their mistakes, as well as apologize for them, but I can't help but feeling that expecting Dropbox and others to get on their knees and kiss their users' toes when something happens is a little melodramatic. On the one hand, yes, they made a mistake - on the other, we all know that technology is flawed, and these things happen, albeit rarely.
TL;DR: Let's not make a drama out of it.
- imbriaco 13y agoI'm admittedly being nit-picky because I feel very strongly about the importance of outage communication. Good communication both during and after an incident can make a tremendous amount of difference in how you are perceived. They decided that it was worth apologizing for near the end of the post. All I'm suggesting is that moving that up near the top and acknowledging up front that they let customers down would have improved the outcome. They don't need to be over the top about it, just don't bury it at the end of the post.
- kkitay 13y agoFair enough. Your comment was more of a spark of a sentiment I've been carrying around for a little while. I can't agree enough that proper outage communication is important.