Outlook Apology is a Template for Crisis Response

outlook-helpLosing access to email for 20 minutes—let alone three days—would test anyone’s patience in today’s super dialed-in world.

But that’s exactly the crisis that persisted recently for Microsoft when its Outlook.com email service crashed. Following the crash, the company said it had resolved the issues for customers, some of whom had been without email for three days.

Though the company failed in technical areas, it succeeded in how it communicated the issue with its customers.

Microsoft’s apology was effective for a variety of reasons. Find out why with the full article on Ragan’s PR Daily.


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