The Incident Postmortem That Rebuilds Trust
Write a public incident postmortem
We had a production incident: [WHAT BROKE, HOW LONG, WHO IT HIT, WHAT CAUSED IT - THE REAL VERSION, WHAT WE HAVE FIXED VERSUS NOT]. Write the public postmortem: the timeline in plain language (no "an issue was identified"), the impact stated in the customer's terms (orders lost, minutes down), the root cause without blaming a person or a vendor, what we already changed, what we owe them that we have not finished, and the date we report back. Keep it under 500 words.
Inputs needed
- #Impact window, root cause, fix status
What good output looks like
Plain-language timeline; impact in customer terms; no scapegoat; unfinished items named with a report-back date; under 500 words
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