OOB customer communications (Re: Looking for Support Contact at Equifax)

Thu Apr 30 07:05:55 UTC 2009

On 27 Apr 2009, at 04:24, Suresh Ramasubramanian wrote:

> If your email and phone communications are down due to a connectivity
> break, and your customers get connectivity from you [assume no backup
> links, by default .. you'd be surprised at how many smaller customers
> get by with a single link and no backups at all.  If their
> connectivity is down too - they just cant get to twitter right?

Twitter, in line with the subject line, has got out of band - updates  
by SMS.

So the general lesson is that even organisations with single homed  
connectivity can post updates to colleagues, peers, customers, if they  
build tools that let them do so from their cellphones... whether this  
is via twitter or an externally hosted blog, or status page, or  
something else.

Andy