Web Outages and Damage Control 2.0

Web-site outages have never been more public. When a site or service goes down, companies are using blogs to rapidly update their users about what happened and why. The inevitable finger-pointing takes place in real time, and within a matter of minutes, a server failure can generate a headline on TechCrunch or Valleywag. This creates a challenge for Web hosts and data-center providers whose business is built upon a reputation for reliability. In this fast-moving environment, how do you balance the need to be accountable to customers and also work to mitigate headline risk?

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