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Surviving without e-mail: effectively communicating & managing information during technology crises

Technology users continue perceiving telecommunications and computing systems as utilities. Just like water and electrical service, computer networks, e-mail and Web sites are expected to be available 24 hours a day, seven days a week without interruption. Although an uninterrupted expectation is unreasonable because system demands and requirements differ widely and maintenance is needed to ensure reliable operation, the reality remains that users demand services they have become reliant on. Underappreciated when operating flawlessly and over criticized when briefly unavailable, users' lack of understanding about how technology systems operate often results in speculation and uninformed commentary.When a critical failure beyond the control of Information & Access Technology Services struck the faculty and staff e-mail system at the University of Missouri-Columbia, restoring service wasn't the only challenge. About 7,000 users were affected by the service interruption, requiring a carefully coordinated and managed crisis communication effort. Tenuously opposed to IAT Services' commitment to restoring service as soon as possible was avoiding finger-pointing by revealing that the error resided with and was the responsibility of the e-mail system manufacturer. Regardless of the details, the campus community generally perceived and placed blame for the failure on IAT Services. Fixing the problem quickly was the remedy for easing flagging confidence and a tarnished image, however much of the solution was beyond the control of IAT Services.