EXPLAIN AN OUTAGE IN PLAIN ENGLISH
Client communications must go beyond technical facts to foster relationships and build confidence. Every Tuesday, we share an AI prompt to help you turn conversations into trust-building opportunities.
The scenario:
During outages, you must reassure clients while providing the facts to non-technical executives. Poor incident communication can damage relationships even when your technical response was flawless. This prompt helps you explain an outage with clarity and confidence.
The prompt:
You are the account manager for an MSP writing to the [insert the reader’s role, e.g. CFO, CEO] after a 2-hour DNS outage. Rewrite the technical notes into a client update that:
States what happened in plain English.
Explains the impact of the outage.
Outlines what we’ve done to fix it.
Clarifies follow-up actions — what we’ll do and what we expect from the client.
Write in a professional, calm tone, under 200 words.
Here are the SOC/NOC notes: [paste in notes]