[115658] in North American Network Operators' Group
Re: Using twitter as an outage notification
daemon@ATHENA.MIT.EDU (Seth Mattinen)
Sat Jul 4 17:10:06 2009
Date: Sat, 04 Jul 2009 14:09:07 -0700
From: Seth Mattinen <sethm@rollernet.us>
To: nanog@merit.edu
In-Reply-To: <!&!AAAAAAAAAAAuAAAAAAAAAKTyXRN5/+lGvU59a+P7CFMBAN6gY+ZG84BMpVQcAbDh1IQAAAATbSgAABAAAAAuldg0EWkrSZ9BD0db8+e2AQAAAAA=@iname.com>
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Frank Bulk wrote:
> When the local power companies uses twitter, then maybe I'll consider using
> twitter for our customers.
>
> There's the temptation by some of companies to leverage the latest
> technology to appear "cool" and "in tune" with customers, but by far and
> large, when something goes down customers either do no nothing, wait, or
> call in. I think the best use of everyone's time is to make sure their call
> center/support desk has the capability to post an announcement to those that
> call in. And then make sure something gets posted to the website. SMS,
> Facebook, and Twitter fall in line after all that.
>
A plain-text status website and recorded message before the phone tree
scale quite well in the event of a major problem.
But yeah, Twitter will attract the "what's cool right now" demographic.
~Seth
