Telling customers in advance.
WHAT TO ANNOUNCE
Anything that will interrupt service.
HOW MUCH NOTICE
Days for anything significant, more for anything lengthy.
WHAT TO INCLUDE
What will be affected When it starts and how long it lasts What customers should do, if anything
WHAT TIME ZONE TO STATE
The customer's, or one clearly labelled.
WHY
Ambiguous times produce customers online at the wrong moment.
WHEN TO SCHEDULE
When your customers are least active.
HOW TO KNOW
Traffic by hour, over a week.
WHAT TO SEND
A notice in advance, a reminder before, and confirmation after.
WHAT TO AVOID
Announcing and then overrunning silently.
WHAT TO DO IF IT OVERRUNS
Say so, promptly, with a revised estimate.
WHY
Customers forgive delay far more readily than silence.
WHAT TO PREPARE
A maintenance page explaining what is happening.
WHAT IT SHOULD SAY
That work is in progress, and when it will finish.
WHAT SUPPORT SHOULD HAVE READY
A prepared reply The ability to check progress
WHAT TO DO AFTERWARDS
Confirm completion, and thank people for their patience.
WHAT TO RECORD
Whether it ran to plan.
