Yesterday I couldn’t get into my gmail account even though I knew there was mail that I needed to handle there. Now I know why:
Official Gmail Blog: More on today’s Gmail issue.
Here are some things google did right:
Capable and empowered staff on hand to deal with the issue immediately.
Flexible infrastructure that allowed them to correct the problem without having to create a plan, purchase hardware or put together an inadequate solution.
FULL DISCLOSURE. Not only did they handle everything, they told their patrons EVERYTHING that happened, why it happened, what they did and what they are doing. It creates trust among those who are invested to know that they are so on top of what is going on.
I can thing of a few organizations and, er… denominations… er… task forces… that could learn something from google here.
Just sayin’.
![[del.icio.us]](http://images.del.icio.us/static/img/delicious.small.gif){kind=small}
Micah Fowler
on Sep 2nd, 2009
@ 8:48 am:
Nice. Don’t we as parents try to teach our kids to have full disclosure with us? Usually, it is after we have caught them in a lie and have to discipline them for it. So, where in the scheme of things did adults think that full disclosure or trust was a bad idea? Are they afraid being caught like the kid? Keeping everything out in the open, builds trust and ensures an accountability that everything remains on the up and up.