|By PagerDuty Blog||
|February 2, 2017 07:00 AM EST||
Why External Variables Matter in Incident Management
When it comes to incident management, it’s easy to fall into an insular mindset. We spend months planning and configuring systems that alert us of any issues within the system, and to cover our bases, we establish traditional customer support channels to identify issues we don’t catch ourselves. While this train of thought isn’t wrong, this approach has led to the rise of users reporting issues they are experiencing in public forums like Twitter and Facebook.
Social Media Paving a New Path
Social media has become a great way for organizations to connect directly with their users in a casual setting, which has opened up the door for closer two-way communication. Beyond simply being a more personal way to communicate with an organization, social media has also become a more effective way to get help.
Because of the public nature of the medium, users have found that when they aren’t able to get help via traditional routes, such as a phone call or support ticket, sending a frustrated tweet often can yield much quicker results. I can personally attest to the effectiveness of using social media when all other avenues have failed. It’s not just about fielding complaints, though. Many users prefer to use social media to communicate with organizations because it makes them feel like their input is heard.
I’ve personally shot a few courtesy tweets to companies when something looks wrong.
- Is their site throwing 500 errors? Send a tweet.
Sure, it’s probable that they are aware of the issue, but as a developer, I know that I appreciate receiving a heads-up on problems I might not be aware of. “If you see something, say something,” applies perfectly to this type of situation.
Synchronous vs. Asynchronous
While the “reporting” aspect of social media support is incredibly powerful, there’s more to it than ease of use. Social media platforms — Twitter in particular — have a “real-time” feel to them.
Email, for example, is an asynchronous communication medium which, in the context of customer support, means that your issues are added to a queue. There’s no sense of urgency, and the non-disruptive experience can leave you feeling like you’re waiting in line at the DMV. Twitter, on the other hand, has a more synchronous flow to it. While it’s not exactly a real-time support channel like a phone call or live chat, there’s more of a sense of urgency associated with it than email because the company’s time to response is recorded publicly. Feedback is more immediate and personable, which makes your issue feel just as important as anyone else’s.
Separating the Needles from the Haystack
So how do we stay on top of external variables without getting buried in the non-incident management-related input? At a high level, the solution to this problem is the same as any support channel: triage and delegate.
Because social media isn’t intended to be used solely for customer service, accounts can get jammed with non-support chatter. It is important to physically isolate the bug reports from the rest of the feed in order to effectively respond to them. Beyond simply isolating the bugs from the non-bugs, identifying commonalities between the reports is also key. This will allow you and your team to detect patterns and escalate issues that affect multiple users before they get out of hand. The Operations Command Console, for instance, can correlate data sources such as tweets to a specific event in your infrastructure as well as visualize the blast radius. This way, you can understand if a failed deploy or outage directly led to a customer reaction on social, and if so, the extent of the customer impact.
Once an issue has been identified and isolated from the rest of the group, it needs to be assigned to the appropriate person or team. This can be accomplished in a myriad of ways, either by simply forwarding the report to your existing help desk application, or using a more dedicated social media support application.
No longer solely owned by marketing departments, social media platforms are an excellent way to get real-time information about trouble within your application infrastructure, and an absolutely essential source of data in today’s digital world to provide complete visibility. By giving these platforms the same level of process and dedication as more traditional support channels, you can respond to incidents as the initial reports come in and maximize customer happiness, rather than after a problem has grown into something more damaging.
While the call center isn’t necessarily dead, in order to ensure happy customers, organizations must be proactive instead of reactive in leveraging the wealth of customer data that is now available through a public medium such as social. Those who include social media as a critical component of their monitoring and incident management strategy will have deeper visibility into the quality of their users’ experience and reap the benefits of improving customer loyalty.
@GonzalezCarmen has been ranked the Number One Influencer and @ThingsExpo has been named the Number One Brand in the “M2M 2016: Top 100 Influencers and Brands” by Analytic. Onalytica analyzed tweets over the last 6 months mentioning the keywords M2M OR “Machine to Machine.” They then identified the top 100 most influential brands and individuals leading the discussion on Twitter.
Apr. 24, 2017 05:15 AM EDT
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emergi...
Apr. 24, 2017 05:00 AM EDT Reads: 1,672
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal ...
Apr. 24, 2017 04:45 AM EDT Reads: 103
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
Apr. 24, 2017 04:15 AM EDT Reads: 139
SYS-CON Events announced today that Super Micro Computer, Inc., a global leader in compute, storage and networking technologies, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Supermicro (NASDAQ: SMCI), the leading innovator in high-performance, high-efficiency server technology, is a premier provider of advanced server Building Block Solutions® for Data Center, Cloud Computing, Enterprise IT, Hadoop/...
Apr. 24, 2017 04:15 AM EDT Reads: 1,811
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Apr. 24, 2017 04:00 AM EDT Reads: 4,810
Bert Loomis was a visionary. This general session will highlight how Bert Loomis and people like him inspire us to build great things with small inventions. In their general session at 19th Cloud Expo, Harold Hannon, Architect at IBM Bluemix, and Michael O'Neill, Strategic Business Development at Nvidia, discussed the accelerating pace of AI development and how IBM Cloud and NVIDIA are partnering to bring AI capabilities to "every day," on-demand. They also reviewed two "free infrastructure" pr...
Apr. 24, 2017 02:45 AM EDT Reads: 852
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
Apr. 24, 2017 02:45 AM EDT Reads: 800
Everyone wants to use containers, but monitoring containers is hard. New ephemeral architecture introduces new challenges in how monitoring tools need to monitor and visualize containers, so your team can make sense of everything. In his session at @DevOpsSummit, David Gildeh, co-founder and CEO of Outlyer, will go through the challenges and show there is light at the end of the tunnel if you use the right tools and understand what you need to be monitoring to successfully use containers in your...
Apr. 24, 2017 01:15 AM EDT Reads: 1,691
Developers want to create better apps faster. Static clouds are giving way to scalable systems, with dynamic resource allocation and application monitoring. You won't hear that chant from users on any picket line, but helping developers to create better apps faster is the mission of Lee Atchison, principal cloud architect and advocate at New Relic Inc., based in San Francisco. His singular job is to understand and drive the industry in the areas of cloud architecture, microservices, scalability ...
Apr. 24, 2017 01:00 AM EDT Reads: 3,225
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at Dell EMC, introduced a methodology for capturing, enriching and sharing data (and analytics) across the organization...
Apr. 24, 2017 12:30 AM EDT Reads: 6,335
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
Apr. 24, 2017 12:00 AM EDT Reads: 1,049
Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the USA and Europe, we work with a variety of customers from emerging startups to Fortune 1000 companies.
Apr. 23, 2017 11:45 PM EDT Reads: 1,997
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
Apr. 23, 2017 11:30 PM EDT Reads: 2,193
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
Apr. 23, 2017 11:00 PM EDT Reads: 1,606