Your company follows Site Reliability Engineering practices. You are the person in charge of Communications for a large, ongoing incident affecting your customer-facing applications. There is still no estimated time for a resolution of the outage. You are receiving emails from internal stakeholders who want updates on the outage, as well as emails from customers who want to know what is happening. You want to efficiently provide updates to everyone affected by the outage. What should you do?
A. Focus on responding to internal stakeholders at least every 30 minutes. Commit to “next update” times.
B. Provide periodic updates to all stakeholders in a timely manner. Commit to a “next update” time in all communications.
C. Delegate the responding to internal stakeholder emails to another member of the Incident Response Team. Focus on providing responses directly to customers.
D. Provide all internal stakeholder emails to the Incident Commander, and allow them to manage internal communications. Focus on providing responses directly to customers.
Disclaimer
This is a practice question. There is no guarantee of coming this question in the certification exam.
Answer
B
Explanation
A. Focus on responding to internal stakeholders at least every 30 minutes. Commit to “next update” times.
B. Provide periodic updates to all stakeholders in a timely manner. Commit to a “next update” time in all communications.
(During an incident, it’s important to keep all stakeholders informed about the current situation and any progress made towards resolving the problem. Providing periodic updates to all stakeholders, including internal stakeholders and customers, is the most effective way of ensuring everyone is informed. Additionally, by committing to a “next update” time in all communications, you ensure that stakeholders are aware of when they can expect to receive new information. This way you can avoid the unnecessary pressure of responding to emails constantly, and you can focus on incident resolution and providing accurate information.
https://sre.google/workbook/incident-response/)
C. Delegate the responding to internal stakeholder emails to another member of the Incident Response Team. Focus on providing responses directly to customers.
D. Provide all internal stakeholder emails to the Incident Commander, and allow them to manage internal communications. Focus on providing responses directly to customers.