How to Communicate With Clients During a Website Outage: A Template Guide

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A guide published on DEV Community outlines best practices and ready-to-use templates for agencies communicating with clients during website outages. The core principle is that updates should clearly state what is affected, what users can still do, what actions are underway, and when the next update will arrive. Agencies are advised to appoint a single communications owner who translates technical facts from engineers into consistent messages across email, help desks, and status pages. The guide warns against speculating on root causes, blaming vendors, or promising restoration times without evidence. Eight template scenarios are covered, ranging from initial incident acknowledgment and third-party dependency notices to final recovery confirmations and cases where the client detected the issue before the agency did.

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