危机回应

Help me respond to a complaint or post that is spreading.{{#input}} What is true and what we are doing: {{input}}{{/input}}
Write 3 things: (1) a public statement of at most 100 words with what happened as we know it, what we are doing now and when the next update comes, no excuses and no blame on the customer; (2) a holding reply of 1-2 sentences for individual comments; (3) a private message for the person most affected.
Then 3 things not to say and the one decision I need to make before posting. Use only the facts I gave. Where something is unknown, say "we are checking", and never guess at a cause, a number or a fault.

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