We love to rock the socks off customers and give them the ultimate experience! But, what happens if a physical presence is toppled by an overnight, digital assailant?
We like to think of the solutions as digital asset management, or DAM(!) for short. The following case studies are based on real life experiences in one, very unfortunate week.
Case Study 1 - Website Crash
You’re a wedding venue that receives enquiries over the weekends as people have time to sit down, and plan their big day, but your website is down.
First step, DON’T panic!
What should I do if my website crashes?
Work out your problem - the host, is their server down or being maintained? Or is it a line of code that’s breaking the site? A hacker?
Verify it’s offline - Check different browsers, take a look on another device, check your modem to make sure that you are actually connected to the internet. Can friends recreate the problem?
Contact your domain/website host - Add your domain/website host to your phone book (in case their sites down), then call them up.
How to prevent your site from going down
Luckily, keeping your site online is mostly in your capable hands.
Choose an awesome website host - Choosing a low quality host can be problematic, and increases the chance of downtime. A quality host can handle large volumes of traffic, or spikes, to ensure things run smoothly. We use Squarespace for all our sites, and there’s a whole heap of reasons why we do this. They can handle our code, provide a secure platform and provide easy to manage system for our customers.
Consider a Monitoring Service - we love Pingdom, we are not affiliated with them, but it’s a tool we use whenever we build a new site. It can provide you with uptime, downtime, page speeds, alerts, user insights and so much more.
Keep your domain up to date - THIS IS VITAL!! Use a generic email - info@… or hello@… to make sure you never miss a reminder to renew the site. Never set it up on an individual users account (what happens if they leave). Expiry of the domain is a root cause for website downtime. Set it up to auto renew, or let your trusty web team handle it for you.
Notify your Audience
We’d advise notifying your sites users using either email or social media. Just think carefully as to how it reflects against your brand image - be open to defining the error as well. Ambiguous explanations, could lead to mistrust with your brand. Be honest and open with your customers, and they will realise that your company is human and you are working hard to give people that same awesome experience you always do.
Case Study 2 - Technology failure
You’re running a coffee shop, and your internet goes down - bam, just like that, you have to start asking people for that funny old thing… “Sorry we’re only taking cash today.”
First step, and this is a common one, DON”T panic. It’s going to be ok - pick up your phone - who are we kidding (you’re probably reading this blog on it), and switch on a hotspot - an instant fix, call up your provider and get an ETA on a fix.
Step two, prepare for the future. Grab a wifi dongle from a provider. You might even be able to wrangle one from your provider if the failure’s on their end. It’s worth asking.
This advice is applicable to everyone in business. Whilst we love technology and it’s wonderful applications to life - when the unexpected happens, there should be a backup. Presenting to the board - bring paper copies. Making a cup of tea - throw it and have a coffee instead (it’s much better).
Martin, Creative Director
My focus is on overseeing all our projects – using my experience of print design, digital design and marketing to customise identities for customers.
I write about branding, design and building pain free business journeys, from Newcastle, Australia.
I'm a fully-trained barista. I love to run, at 5:30am. And, I occasionally brew outrageous beers (think chilli, mint, mango, grapefruit and lime).