BUG: Logos staff don't know how to use twitter
No Logos No word and no response to tweets #disgusted
Comments
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They did tweet about a service outage, first one about 3 hours ago.
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Donnie Hale said:
They did tweet about a service outage, first one about 3 hours ago.
Which was over 7 hours after all the sites went down and after they sent tweets to buy things on a dead site.
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I've posted a description of the data center problem here.
https://community.logos.com/forums/p/96616/665634.aspx#665634
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Has it occurred to you that the people n on a weekend trying to resolve the server problem are unlikely to be the people who have access to the business twitter account? Not saying there shouldn't be contingency plans to handle it ... just saying it is a post mortem issue.
Orthodox Bishop Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."; Orthodox proverb: "We know where the Church is, we do not know where it is not."
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MJ. Smith said:
Has it occurred to you that the people n on a weekend trying to resolve the server problem are unlikely to be the people who have access to the business twitter account? Not saying there shouldn't be contingency plans to handle it ... just saying it is a post mortem issue.
I think they should address this and the other issues right away. Post mortems are done once the body is dead.
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There is something definitely not right in the faithlife corporate culture.
I think that there are signs that the management has a short attention span, which is why lessons are repeatedly not learned (especially in communications) and excellence is not a truly core value. Perhaps it would be better if professionals took over.
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Two hours ago the following tweet camp from Logos -
We continue to experience data center service disruption. More information and progress can be found on the forums. https://community.logos.com/forums/t/96616.aspx …
I think that someone on the Faithlife communication team should post that same update on Facebook.
Using adventure and community to challenge young people to continually say "yes" to God
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MJ. Smith said:
Has it occurred to you that the people n on a weekend trying to resolve the server problem are unlikely to be the people who have access to the business twitter account? Not saying there shouldn't be contingency plans to handle it ... just saying it is a post mortem issue.
- If you want to provide a service globally then you will have to think differently about what is and isn't considered off peak.
- We were busy working the problem is not an excuse to communicate nothing for eight hours. Also, weekends are peek time for church and so definitely should be for logos.
- A cloud dependant service with thousands of users and yet redundancy is just a line on your wish list!!??
- I have spent thousands of dollars with logos, I have high expectations.
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MJ. Smith said:
Has it occurred to you that the people n on a weekend trying to resolve the server problem are unlikely to be the people who have access to the business twitter account? Not saying there shouldn't be contingency plans to handle it ... just saying it is a post mortem issue.
As one who is involved in corporate IT, there are always more people involved than just the technical people when a major problem occurs (at the very least a manager). Part of the downtime procedures involve putting up unavailable pages and notifying customers. This is assigned to people who are not involved in the repair process during the problem triage.
It's not the technical engineer's fault that there was no communication for so long. It's the management's. I'm hoping this will be a wake up call to use all available means to provide status.
MacBook Pro (2019), ThinkPad E540
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MJ. Smith said:
Has it occurred to you that the people n on a weekend trying to resolve the server problem are unlikely to be the people who have access to the business twitter account? Not saying there shouldn't be contingency plans to handle it ... just saying it is a post mortem issue.
No, it is not a post mortem issue. It is the difference between your customers wondering if anybody is home, and your customers knowing that the whole team is working through the night to get things fixed. When you are providing cloud services, silence is not an option.
Furthermore, Logos needs a status page where they can report the current state of their platform.
And yes, I also work for a company that lives in the cloud, so I am not just blowing smoke.
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Todd Phillips said:
It's not the technical engineer's fault that there was no communication for so long. It's the management's. I'm hoping this will be a wake up call to use all available means to provide status.
That's exactly what I've been trying to say Todd. If everyone was badgering Bob P. or Phil Gons that's great. I'm just trying to say don't badger the techie whose concentration should be on the problem and who has no power to change the Logos culture. The post mortem is when the right people to do something will "be in the room". Yes, the communication should be happening simultaneously and consistently with the problem - but it isn't. We should hold management not techies responsible.
Orthodox Bishop Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."; Orthodox proverb: "We know where the Church is, we do not know where it is not."
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MJ. Smith said:
We should hold management not techies responsible.
What I'm seeing is posts holding the company responsible, through the main means we've had available through most of this: the forums. It's not our fault if the company choses to send techies to answer us rather than management.
Besides, I believe Jim is Director of IT and Bradley is Director of Software Development. In most companies that counts as management.
Mac Pro (late 2013) OS 12.6.2
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I apologize for the poor communication early on.
The crisis began at the end of Friday work day, and it was originally believed to be something that would be fixed relatively soon.
One of the key victims was email, though, which in the past had never gone down with everything else. (The placement of email on shared storage nodes with other services was a mistake we'll be fixing after we get through this crisis.)
Our company is email dependent, and that combined with the fact that our executive team was scattered (one on vacation, three -- including me -- at the ETS and AAR/SBL conventions in San Diego, with days and evenings on the show floor, in meetings, etc.) hurt our communication.
When the email server failed, at first I just failed to get new email. But after just a few hours of no email, to my surprise my iPhone synced 'no contact info' over top its local copy of my contacts (which are integrated with email). So I lost all my named contacts, and even my call history now just reports (unfamiliar) numbers, not names.
The leadership on-site in Bellingham has been heads down on fixing the issue, and only got to alternate communication mechanisms once they realized the extent of the problem, and the likely delay in recovery.
I agree, we made several mistakes in this process (and learned lots -- I really was surprised to find my phone erasing all its contact names!), and we'll be revising our emergency communications protocols after this, too.
Again, I'm very sorry for the inconvenience, and the mistakes we made in handling this. We will try hard to extract every possible lesson from this.
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Bob Pritchett said:
When the email server failed, at first I just failed to get new email. But after just a few hours of no email, to my surprise my iPhone synced 'no contact info' over top its local copy of my contacts (which are integrated with email). So I lost all my named contacts, and even my call history now just reports (unfamiliar) numbers, not names.
I can only imagine the sick feeling you had in your stomach at that time.
Bob Pritchett said:we'll be revising our emergency communications protocols after this, too.
It is actually crises that often cause us to realize that things need to change. I know that this was a major crisis but it doesn't seem to be as catastrophic as it could have been. With this as a warning signal I'm sure there is much to learn. My prayers are with you and your team as you move forward.
Using adventure and community to challenge young people to continually say "yes" to God
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Twitter is probably the worst way to communicate anything these days. Who understands the hashtag stuff and it's hard to read twitter messages anyways.
Email and Facebook would be better(and I'm not the biggest fan of Facebook but it's better than twitter).
No offense to twitter fans just a personal opinion of mine.
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James Hiddle said:
Twitter is probably the worst way to communicate anything these days. Who understands the hashtag stuff and it's hard to read twitter messages anyways.
Email and Facebook would be better(and I'm not the biggest fan of Facebook but it's better than twitter).
No offense to twitter fans just a personal opinion of mine.
Twitter is best because it is designed for "statuses" which is perfect for system availability information. You don't need an account to read someone's twitter feed.
Facebook is okay this purpose, but much more cluttered and statuses can get buried in the newsfeed. You're not guaranteed to see a posting if you don't visit the company's timeline page.
Email is terrible. My inbox is not for someone else's system status.
MacBook Pro (2019), ThinkPad E540
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Todd Phillips said:James Hiddle said:
Twitter is probably the worst way to communicate anything these days. Who understands the hashtag stuff and it's hard to read twitter messages anyways.
Email and Facebook would be better(and I'm not the biggest fan of Facebook but it's better than twitter).
No offense to twitter fans just a personal opinion of mine.
Twitter is best because it is designed for "statuses" which is perfect for system availability information. You don't need an account to read someone's twitter feed.
Facebook is okay this purpose, but much more cluttered and statuses can get buried in the newsfeed. You're not guaranteed to see a posting if you don't visit the company's timeline page.
Email is terrible. My inbox is not for someone else's system status.
And yet probably the best overall communication plan will include them all - Twitter, Facebook and email.
Using adventure and community to challenge young people to continually say "yes" to God
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Sean McIntyre said:
No Logos No word and no response to tweets #disgusted
When the system is down, it is DOWN which means crickets.
george
gfsomselיְמֵי־שְׁנוֹתֵינוּ בָהֶם שִׁבְעִים שָׁנָה וְאִם בִּגְבוּרֹת שְׁמוֹנִים שָׁנָה וְרָהְבָּם עָמָל וָאָוֶן
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Bruce Dunning said:Todd Phillips said:James Hiddle said:
Twitter is probably the worst way to communicate anything these days. Who understands the hashtag stuff and it's hard to read twitter messages anyways.
Email and Facebook would be better(and I'm not the biggest fan of Facebook but it's better than twitter).
No offense to twitter fans just a personal opinion of mine.
Twitter is best because it is designed for "statuses" which is perfect for system availability information. You don't need an account to read someone's twitter feed.
Facebook is okay this purpose, but much more cluttered and statuses can get buried in the newsfeed. You're not guaranteed to see a posting if you don't visit the company's timeline page.
Email is terrible. My inbox is not for someone else's system status.
And yet probably the best overall communication plan will include them all - Twitter, Facebook and email.
I say they need to use Fox News or CNN for communication depending on which you prefer [:P][:D]
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I think they're doing far better than most companies with far more transparency than most companies would even dream of providing.
I bet the team learned a lot through this and if something like this happens again, God forbid, they will likely consider using social media better. Still, if they have to decide between posting to Twitter Facebook and Google plus or fixing the server hosting notes, I pick social media. JK I pick fix the computers.
Dr. Kevin Purcell, Director of Missions
Brushy Mountain Baptist Association0 -
Bruce Dunning said:Todd Phillips said:James Hiddle said:
Twitter is probably the worst way to communicate anything these days. Who understands the hashtag stuff and it's hard to read twitter messages anyways.
Email and Facebook would be better(and I'm not the biggest fan of Facebook but it's better than twitter).
No offense to twitter fans just a personal opinion of mine.
Twitter is best because it is designed for "statuses" which is perfect for system availability information. You don't need an account to read someone's twitter feed.
Facebook is okay this purpose, but much more cluttered and statuses can get buried in the newsfeed. You're not guaranteed to see a posting if you don't visit the company's timeline page.
Email is terrible. My inbox is not for someone else's system status.
And yet probably the best overall communication plan will include them all - Twitter, Facebook and email.
I agree, but email downtime statuses should be a list you sign up for. Also, email is handled by the same infrastructure, so it may not be available if they have an outage, which is why Twitter and Facebook are so valuable. They are completely separate systems.
MacBook Pro (2019), ThinkPad E540
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Todd Phillips said:
I agree, but email downtime statuses should be a list you sign up for. Also, email is handled by the same infrastructure, so it may not be available if they have an outage, which is why Twitter and Facebook are so valuable. They are completely separate systems.
I understand what you are saying and agree. I was speaking in broader terms that email should be in the overall communication strategy if at all possible. Certainly we don't want to be inundated with updates but a general email at some point to explain might be helpful.
Using adventure and community to challenge young people to continually say "yes" to God
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No one seems willing to acknowledge the most obvious fact that when the system is down there can be no communication—Twitter, Facebook or email. As a matter of fact, although the system is now up I spoke to a salesman today and was told that emails still cannot be sent. You're asking them to do the impossible.Bruce Dunning said:Todd Phillips said:I agree, but email downtime statuses should be a list you sign up for. Also, email is handled by the same infrastructure, so it may not be available if they have an outage, which is why Twitter and Facebook are so valuable. They are completely separate systems.
I understand what you are saying and agree. I was speaking in broader terms that email should be in the overall communication strategy if at all possible. Certainly we don't want to be inundated with updates but a general email at some point to explain might be helpful.
george
gfsomselיְמֵי־שְׁנוֹתֵינוּ בָהֶם שִׁבְעִים שָׁנָה וְאִם בִּגְבוּרֹת שְׁמוֹנִים שָׁנָה וְרָהְבָּם עָמָל וָאָוֶן
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George Somsel said:
there can be no communication—Twitter, Facebook
I don't see how that can be accurate. If you have a phone on the mobile network you can post to Twitter and Facebook - no dependency on any Faithlife infrastructure.
Donnie
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Donnie Hale said:George Somsel said:
there can be no communication—Twitter, Facebook
I don't see how that can be accurate. If you have a phone on the mobile network you can post to Twitter and Facebook - no dependency on any Faithlife infrastructure.
Donnie
Do you mean to say that the staff at Logos should know and be able to contact every customer? While I do have both Facebook and Twitter accts, I rarely ever use them so that posting there would be useless—an email would be necessary.
george
gfsomselיְמֵי־שְׁנוֹתֵינוּ בָהֶם שִׁבְעִים שָׁנָה וְאִם בִּגְבוּרֹת שְׁמוֹנִים שָׁנָה וְרָהְבָּם עָמָל וָאָוֶן
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George Somsel said:Donnie Hale said:George Somsel said:
there can be no communication—Twitter, Facebook
I don't see how that can be accurate. If you have a phone on the mobile network you can post to Twitter and Facebook - no dependency on any Faithlife infrastructure.
Donnie
Do you mean to say that the staff at Logos should know and be able to contact every customer? While I do have both Facebook and Twitter accts, I rarely ever use them so that posting there would be useless—an email would be necessary.
Useless? You could check them whenever you couldn't get to the Logos site. You don't have to be a regular. Just keep a link or bookmark to the Logos twitter page to check when necessary. Even if you didn't have a handy link, it's not hard to find.
MacBook Pro (2019), ThinkPad E540
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Of course I'm not saying that. You said "there can be no communication..." with Twitter and Facebook as examples. I was responding to that. Would that reach all Faithlife customers? No. Even adding email and forums wouldn't reach all Faithlife customers. I don't think they should neglect an available communication media just because it won't reach everyone. And I don't think they did. Bob's explanation was sufficient for me - he was clear that in retrospect they would have communicate however they could right away.
Donnie
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Sean McIntyre said:
No Logos No word and no response to tweets #disgusted
Sean, I'm sorry about this. The two main people who handle social media were both away this weekend (taking some well-earned vacation): one in Canada without a mobile phone and another in route to Hawaii. As soon as I discovered the nature of the outage, I had someone jump on Twitter and Facebook and communicate what was going on.
We'll be working on better "off hours" scheduling to make sure someone is always available to jump on things like this in the future. I'm really sorry about our slowness to respond.
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Robert Harner said:Donnie Hale said:
They did tweet about a service outage, first one about 3 hours ago.
Which was over 7 hours after all the sites went down and after they sent tweets to buy things on a dead site.
Most of our tweets are scheduled days in advance, including these.
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Phil Gons said:
Most of our tweets are scheduled days in advance, including these.
Might argue for a separate Twitter account for scheduled (promotional) tweets.
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[Y][Y]Kevin A. Purcell said:I think they're doing far better than most companies with far more transparency than most companies would even dream of providing.
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My big take away from this weekend: I'm really glad I haven't switched to Apple. [;)]
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Bob Pritchett said:
I apologize for the poor communication early on.
The crisis began at the end of Friday work day, and it was originally believed to be something that would be fixed relatively soon.
One of the key victims was email, though, which in the past had never gone down with everything else. (The placement of email on shared storage nodes with other services was a mistake we'll be fixing after we get through this crisis.)
Our company is email dependent, and that combined with the fact that our executive team was scattered (one on vacation, three -- including me -- at the ETS and AAR/SBL conventions in San Diego, with days and evenings on the show floor, in meetings, etc.) hurt our communication.
When the email server failed, at first I just failed to get new email. But after just a few hours of no email, to my surprise my iPhone synced 'no contact info' over top its local copy of my contacts (which are integrated with email). So I lost all my named contacts, and even my call history now just reports (unfamiliar) numbers, not names.
The leadership on-site in Bellingham has been heads down on fixing the issue, and only got to alternate communication mechanisms once they realized the extent of the problem, and the likely delay in recovery.
I agree, we made several mistakes in this process (and learned lots -- I really was surprised to find my phone erasing all its contact names!), and we'll be revising our emergency communications protocols after this, too.
Again, I'm very sorry for the inconvenience, and the mistakes we made in handling this. We will try hard to extract every possible lesson from this.
Have you looked at migrating your email hosting to Office 365 Exchange Online, or is it still better to have your Exchange deployment the way you have it now? I've migrated mine (as well as am in the process of migrating my clients) to Office 365 Exchange Online. It's "generally" been pretty reliable.
Nathan Parker
Visit my blog at http://focusingonthemarkministries.com
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Todd Phillips said:
Email is terrible.
Email is also impossible if your corporate email server is non-functional.
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