It’s 10pm and your game is down…
Do you know where your community manager is?
If they’re worth their salt, they’re the ones who alerted the ops team to the outage. But even if that’s not the case, ask yourself are they visibly on social media keeping the wolves at bay or are they no where to be found?
Why do I ask? Late last night our game AND our website went down at the same time. What does that mean? Well anyone launching the game would not get the launcher message and would not be able to log in to the game. Anyone already in game had what seems to be a chance of being logged out at worst, and at best they were not able to see their virtual currency balance. We couldn’t message anything on the website, so for approximately 20 minutes, I was feverishly emailing, tweeting and posting on Facebook what I could about the outage.
Had I not seen the outcry on Social Media and the email from the ops team, I could very well be blissfully going about my evening as though everything was unicorns and rainbows. Because we have a great team that communicates well about these issues, I was able to be on top of all the messaging I could access and really cooled the flames that can so quickly arise in this type of situation.
So next time you have a public facing emergency, check to see who on your team is the first (or only) one to be on top of everything, and who wanders in on Monday with a bewildered look on their face when you mention the downtime over the weekend.