Desk.com--Social engagement platform
Step One: Identification
In the event of any widespread downtime or interruption of IT Services (ex. Blackboard downtime, myLU inaccessible, network outage/degradation, etc.) social media must be updated immediately, alerting our followers of any pertinent information & what we are doing to fix it. You can post status updates directly through FB or Twitter or through Desk.com
Step Two: Communication
Log onto Desk.com and start responding to comments as they come in as quickly and as accurately as possible. At the moment, Desk.com only shows "posts to page" and not user comments on our unique posts, so be sure to keep Facebook open and monitor/comment from there as well.
Step Three: Containment
As updates come in (from the HelpDesk, the OCC, Josh, etc.) post updates on both social media channels with time stamps in order to keep the users as informed as possible. Remember, we are the front line for customer service 🙂
Step Four: Resolution
Provide users with an "all clear" announcement when everything has been resolved & provide information on what their next steps should be if they continue to have issues related to the downtime.